Director of Guest Services - BARTELL HOTELS : Job Details

About Bartell Hotels: Bartell Hotels is San Diego's largest independent hotel owner-operator with a sharp focus on employees, customers and community. This diverse collection of properties reflects Southern California's natural beauty, love for active lifestyles and exceptional hospitality. Our hotels combine classic and modern design, farm-to-table restaurants and energized bars, three beautiful marinas and the iconic Humphreys Concerts by the Bay entertainment venue. Our Culture: At Bartell Hotels you will find a team of incredibly friendly people who are committed to exceeding guest expectations every day. The Bartell Hotels culture emphasizes respect, pride, teamwork and development. When you work at Bartell Hotels, you are encouraged to think entrepreneurially, and you are empowered to perform and show leadership in ways that can help advance your career. We often look within to promote deserving colleagues at all levels. Bartell Hotels embraces colleague diversity, inclusion and equity, and is firmly committed to respecting and appreciating each colleague. Bartell Hotels is an equal opportunity employer.Managerial Role:

• Supervising procedural aspects of the hotel's front office
• Observing and assisting employees while they work to ensure that the guest services team is checking guests in and out of the hotel in an efficient, courteous, and professional manner
• Ensuring guests needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable
• Assisting employees with questions and problems as they occur
• Ensuring that all safety and security policies and procedures are followed
• Assisting with the training, coaching and development of team members
• Managing and resolving all guest complaints and compliments in a professional and courteous manner
• Maintaining an up to date working knowledge of all property amenities as well as any special events
• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
• Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
• Must have the ability to communicate clearly and directly with guests and team members using a positive, clear speaking voice
• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
• Must possess strong communication and listening skills

Foundational:

• Guest check-in and check-outs in a professional and efficient manner
• Working knowledge of guests reservations, Club Lounge, special room package promotions, third party booking, and cancellation policy according to hotel standards.
• Rooms inventory controls
• Demonstrate proper greeting and telephone etiquette to connect internal/external calls to guests and hotel departments.
• Transmit and receive messages using equipment such as radios, telephone, fax, internet and email.
• Maintain a high level of welfare, security, and safety of the guest information including issuance of guest room keys
• Inform guests of hotel's amenities and services
• Knowledgeable of local area and attractions. Provide proper recommendations and directions.

Memorable:

• Warm, friendly greeting
• Able to connect with the guests based on reason of stay
• Attentively listening and responding to guests inquires in a positive, polite demeanor
• Proactively resolving guests' questions, requests, and challenges. Meeting each opportunity at the highest guest satisfaction and through brand standards.

Department Functions:

• Attending mandatory meeting and training
• General cleaning tasks of the work/office area within the health & safety standards
• Ability to work a varied schedule on time which may include mornings, evenings, and weekends
• Ability to lift 50-60 lbs.
• Have reliable transportation
• Ability to read and speak English
• Perform other duties as assigned, requested or deemed necessary by management