Terra West Management Services · 2 weeks ago
Director of Guest Services, Tahiti Village
Las Vegas,NV,US
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expTerra West Management Services is the management company for Tahiti Village Resort & Spa, an island-inspired family-friendly resort. The Director of Guest Services will ensure that all guests experience exceptional service, oversee guest services operations, and manage staff to meet and exceed service expectations.
Real Estate
Responsibilities
Be efficient, courteous and professional to achieve maximum customer satisfaction while complying with all Standard Operating Procedures and Standard of Service
Create, reinforce and streamline processes: to register guests into room, data entry accuracy, accommodating special requests whenever possible, handling guest check-in and check-out in accordance to hotel credit and cash handling policies in an efficient and friendly manner, resolving customer complaints and answering guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc
Effectively handle and fulfill all guest requests and guest issues
Model the Guest Service Standards developed for the resort
Meet or exceed RCI’s ratings for Gold Crown. If rating is Silver Crown or lower, strive for 5 to reach the Gold Crown level
Recruit, interview, hire and monitor training of new employees
Ensure that recruiting processes are managed to bring the best of candidates to the team
Conduct coaching, counseling, and disciplinary action
Maintain a flexible work schedule
Maintain proper scheduling of employees to include auditing of employee work time
Appropriately document accidents and incidents
Ensure safety compliance at the front desk and in all office areas
Give final approval for all invoices generated by the resort for payment
Process in a timely manner all invoices generated by and for the department for payment
Monitor all training processes
Promote positive inter-departmental relationships
Ensure that front office and bell department operating costs are within budgetary guidelines
Perform all other job requests as assigned by management
Effectively lead the team to provide the highest level of service
Effectively lead the team to be problem solvers and empower the team
Monitor and change processes to effectively manage occupancy
Lead a strong service level team
Ensure that the Guest Service Manager and Asst, Guest Service Managers are supporting the service levels required for the team
Ensure the bell team daily operation run smooth and efficient
Qualification
Required
Proficient in MS Office: Outlook, Word and Excel
Excellent oral and written English communication skills
Excellent customer service skills
Minimum of five years of management experience
Must have professional appearance
Basic math and budgetary skills
Company
Terra West Management Services
Terra West Management Services is a real estate firm in Las Vegas.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Lisa de Marigny
President & COO
Company data provided by crunchbase