Director of Guest Services

Lead daily front office operations on-site in Kansas City while ensuring guest service standards and smooth lodging workflows.

Responsibilities

• Deliver consistent, superior customer service during guest greeting and registration in line with brand standards and Hotel Equities.
• Prepare and manage Front Office schedules based on occupancy forecasts and staffing coverage needs.
• Support front desk hiring by assisting with interviewing, selecting, and training Front Desk Associates to meet service standards.
• Step in as needed so Front Desk staff can quickly resolve guest requests and issues.
• Ensure Front Desk Associates understand and anticipate guest expectations.
• Empower associates to satisfy guests and make decisions to resolve issues.
• Ensure associates actively solicit guest feedback.
• Verify that Front Desk Associates handle special requests properly.
• Maintain standards for guest interaction: smile, eye contact, and immediate greetings.
• Uphold professional appearance standards for uniform and name tag, including neat and well-groomed presentation.
• Lead, mentor, and train the front desk team by providing support and modeling desired behavior.
• Resolve guest problems as directed, including discounts, bill adjustments, or complimentary room accommodations; identify root causes and improve processes.
• Personally assist associates during peak times, breaks, tardiness, and absences.
• Review incoming reservations, pre-block rooms with special requests when necessary, and coordinate special requests with the appropriate staff members.
• Ensure the VIP program is executed properly.
• Ensure newspaper delivery to guest rooms when applicable.
• Oversee key Front Desk areas to ensure thorough, accurate, efficient service in a friendly environment:
  • Phones/Switchboard
  • Check-ins and check-outs
  • Reservations
  • Shuttle or transportation service
• Ensure messages, wake-up calls, mail, and faxes are handled properly.
• Coordinate guest laundry and dry-cleaning pickup and return.
• Relay safety guidelines to guests (in-room safes, safety deposit box, etc.).
• Assist with amenity, gift shop, and pantry needs when applicable.
• Review customer satisfaction and handle guest comments through numerous booking websites with direct customer follow-up.
• Act as Manager on Duty for first-line service support during daily operations.
• Follow up on guest opportunities quickly and courteously, ensuring service obstacles are identified and resolved to guest satisfaction.
• Review daily Front Office reports.
• Improve and delegate tasks to support overall department success.
• Review front desk posting journals at shift end to ensure proper posting.
• Enforce cash-handling, check, and credit processes and policies.
• Maintain master key control and key management system; properly handle and account for keys.
• Verify accurate room status information and communicate updates appropriately.
• Support team operations through meetings and regular check-ins to identify issues and drive resolutions.
• Attend staff and management meetings as needed and requested.
• Know and apply policies related to emergency procedures and security concerns.
• Protect guests’ room numbers.
• Comply with all company work rules, procedures, and policies, including the associate handbook; maintain superior guest service and culture aligned to the desk agent guide.
• Support other duties as assigned by management.

Requirements

• Open availability.
• 2+ years of hotel front desk experience.
• Leadership skills.
• Consistently communicate performance and standards to staff; maintain reliability and honesty.
• Build teamwork; maintain a cooperative and positive work environment.
• Treat associates fairly with impartiality and consistency.
• Work schedule needed to supervise the department, including evenings, weekends, and holidays.
• Participate in the Manager on Duty program.
• Maintain effective communication through meetings, log books, and bulletins.
• Provide recruiting support: assist with recruiting new associates, interview, and help select staff.
• Provide orientation and training; identify, encourage, and retrain inappropriate behavior.
• Assist with associate performance evaluation and provide feedback often; assist with discipline and termination when necessary.
• Complete weekly and monthly reports; ensure transactions are properly documented and shifts are correctly closed.
• Prepare the Front Desk schedule.
• Reconcile room discrepancies daily with the Executive Housekeeper.
• Respond promptly to GM, Company, and Franchise requests; respond promptly to Executive Housekeeper requests; ensure maintenance issues are documented.
• Maintain adequate supplies and ensure front office equipment is in good working order.
• Adhere to purchasing procedures and cash bank policy requirements.
• Basic understanding of financial statements; understand budget and staffing guidelines (including staffing guidelines).
• Assist with evaluating credit and billing procedures:
  • Ensure Front Desk follows proper guest credit and direct bill procedures.
  • Ensure all customers establish credit upon check-in.
  • Verify reservation information at check-in (name, address, method of payment, etc.).
  • Retrieve name and address verification and proper approval codes for cash and credit card paying customers.
  • Identify and record special billing instructions and notify accounting.
  • Monitor customer accounts and ensure adherence to hotel credit limits using high balance reporting and registration verification.
  • Ensure shift closing is completed accurately with required approval signatures and authorization codes.
• Review communication log book each shift; update log book for next shift.
• Increase revenues by offering upgraded rooms and promoting hotel amenities and outlets, including last rooms available and re-rents opportunities.
• Follow emergency/security procedures and protect guests’ room numbers.
• Ensure Front Desk and Reservations staff demonstrate proper selling techniques.
• Have knowledge of hotel rooms, function space, restaurants (if applicable), other outlets, services, and franchise marketing programs.
• Have a full understanding of market conditions, competition, businesses, attractions, and feeder markets.
• Manage honors program.
• Be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Proficiency in reading, writing, and basic math; basic computer skills.
• Display physical ability requirements:
  • Stand and exert well-paced mobility for up to 4 hours (may vary by task/day).
  • Reach other hotel departments in a timely manner.
  • Lift up to 15 lbs occasionally.
  • Grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening/hearing, and visual acuity.
  • Continuous talking and hearing while communicating with guests, supervisors, and subordinates.
  • Near vision and depth perception continuously.
  • Extended time viewing a computer screen.
  • Manual and finger dexterity to operate office equipment and necessary tools.
• Maintain a neat, clean, and well-groomed appearance per Company Standards.

Education / Experience

• High School or equivalent education required.
• Two years of hotel front desk experience required; supervisory experience strongly preferred.

Benefits

• Eligible for quarterly bonuses.
• Salary: USD 75,000 - 80,000 per year depending on experience.
• Pay range: USD 75,000.00 - USD 80,000.00 /Yr.

Location

• Kansas City, MO (on-site)