Asst. Director of Guest Services Job

Position Description

Unique. Stylish. Entirely Radisson Blu. Upper Upscale by industry definition. First class in any other language. High on design and style, all wrapped up in a Yes I Can! Attitude. The Radisson Blu Mall of America features 500 design forward guest rooms, unique spaces and over 26,000 square feet of meeting space, and is the first hotel connected to the Mall of America.

The role of the Assistant Director of Guest Services is to manage the Front Office and related departments by developing and implementing strategies and services which meet the needs of owners, employees and guests. The essential duties and responsibilities include, but are not limited to:

1. Participates in the development and implementation of business strategies for the hotel which are aligned with Radisson Blu's overall mission, vision values and strategies

• Develops and implements strategies for front office, bell stand, parking, concierges, etc. that support achievement of the hotel's goals


• Monitors status regularly and adjusts strategies as appropriate

2. Manages the operation of the front office and related areas

• Creates the first impression by supervising the door, bell stand, parking, concierge and front office areas


• Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals


• Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate


• Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel


• Analyzes business forecasts and maximizes productivity by adjusting schedules accordingly


• Ensures front desk handles billing and cash in accordance with hotel's standards


• Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other departments


• Ensures front office is in compliance with all hotel policy and procedures

3. Develops and implements strategies and practices which support employee engagement

• Recruits and selects qualified candidates


• Provides employees with the orientation and training needed to understand expectations and perform job responsibilities


• Communicates performance expectations and provides employees with on-going feedback


• Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential

4. Creates 100% guest satisfaction by providing the Radisson Blu experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service


• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems


• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis


• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction


• Performs other duties required to provide the service brand behavior and genuine hospitality

REQUIREMENTS:

• Minimum one - three years experience front office experience


• Minimum one year upper upscale hotel experience


• High school diploma required, bachelor's degree preferred


• Strong computer systems skills including; reservations and reporting systems


• Strong financial acumen


• Excellent communication skills, ability to influence situations


• Able to collaborate effectively with other hotel employees and managers to ensure teamwork


• Strong Microsoft Office suite and reporting system skills


• Ability to work a flexible schedule

PHYSICAL DEMANDS

• Ability to stand for extended periods of time


• Ability to occasionally lift, carry, push or pull up to 50 pounds with assistance


• Good manual dexterity for the use of common office equipment


• Valid driver's license

Brand
Radisson Blu

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.