Hotel
Hotel Bel-Air
Division & Department
Rooms - Front Office
Job Title
Assistant Director of Guest Relations
Contract Type
Permanent
Status
Full time
Position Overview
Our Assistant Directors of Guest Relations are the Connectors of our hotel! Entrusted with delivering seamless service to the guest experience by bridging hotel departments and creating and implementing hotel operational procedures. The Assistant Director of Guest Relations is focused on ensuring that the intake of guest information and preferences are obtained as well executed among the guest journey with excellence and satisfaction. They maintain oversight and influence over the guest experience throughout all phases of the guest journey and ensure all service delivery and operational processes are rooted in Guest Centricity. Though skillfully trained, they never lose sight of their ultimate reasonability, to create lifelong memories for our guests.
What you9ll get
Our success is a result of our employees. We believe that everyone apart of our team should share the rewards. For this position this will mean the following benefit package.
• Medical/Dental/Vison Benefits
• 401k Plan via Fidelity
• Sick Time
• Hotel Benefits, including Employee Activities, complimentary stays via tenured program, reduced rates and discount Food & Beverage at hotels.
Annual Salary Range - $90,000 - $95,000
What you9ll do
You9ll love what you do and take pride in delighting our guests:
• Leads guest relations coordinators, researchers, taskmasters, hosts and concierge teams and departmental leaders.
• Manages the teams to the KPIs, ensuring quality of data and building our institutional knowledge.
• Enables concierge to build relationship with key local partners
• Uses all available on the job training tools for employees; supervises on-going training initiatives and conducting training when appropriate.
• Ensures employees have the proper supplies and uniforms.
• Creation and facilitation of human capital needs and performance management
• Improves service by communicating and assisting employees to understand guest needs
GUESTS
• Ensures seamless delivery of guest services & requests.
• Owns guests requests and PROmisses.
• Responsible for short term pre-arrivals and in-house guests.
• Leads the daily guest recognition meeting and coordinating the orchestra for execution.
• Maximizes the utilization of room inventory
• Manages divisional expenses
The items shared are the essence of a day in the life of an Assistant Director of Guest Relations, but we9ll make sure you are provided with specifics on how we care for our hotel
What you9ll bring
• You9ll bring your unique personality and passion to the role and the team.
• Communication is what keeps our departments running perfectly. You have great communication skills with a strong customer service ethic.
• English is the primary language used in our hotel. You can comfortably communicate in this language.
• The ideal candidate has 5+ years of hotel experience in a guest facing leadership role. Previous experience in leading a complex team in the California labor market is desirable.
Position location
Job Location
USA
Location
701 Stone Canyon Road 90077 Los Angeles
