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Hospitality Hotel in Churchton,Maryland
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Director of Hospitality and Guest Experience

HSS Glen Burnie Full-Time
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HSS Hospitality Staffing Solutions is recognized as the largest national hospitality staffing company today serving over 900 hotels nationwide. Our commitment to quality in servicing hospitality clients has earned HSS the trust and respect of the best hotel brands in the business.
We are currently recruiting a Director of Hospitality and Guest Experience to support one of our primer clients. If you are open to relocating and/or just looking for a position in a specific area we want to talk with you!
Whether you are looking for a position in your immediate area or looking to relocate we can help you find your next career!
POSITION SUMMARY: We are seeking a highly-driven, efficiency and service-oriented Director of Hospitality and Guest Experience to work in a corporate office located in Glen Burnie, Maryland. This position works directly with the Chief Operating Officer to oversee Guest Services functions to accurately identify, resolve, and respond quickly and effectively to guest needs. The Director of Hospitality and Guest Experience has a unique opportunity to drive an innovative culture of the highest quality of customer service and professionalism.

  • Develops and executes the strategic vision of the Guest Services function
  • Identifies innovative and personalized opportunities for vacation experiences in each region leveraging local guest services teams or other regional knowledge.
  • Responsible for ensuring optimum guest satisfaction through the management of front desk operations in vacation regions, guest service 24/7 call center operations and guest survey results.
  • Contributes to the continual growth of the business by balancing strategy and delivery through guest retention and overall vacation satisfaction
  • Guarantee the department provides a high level of service to field operations
  • Foster a positive culture of customer service, quality and continuous improvement in a shared services environment
  • Manage, hire, monitor, evaluate, coach and enhance the performance of the guest services call center team
  • oversight of guest service resources including innovative scheduling and talent plans to meet the timing needs of our guests
  • Maintain diplomacy and tact when dealing with upset or escalated calls
  • Implement effective quality assurance processes and policy improvements to continuously improve guest satisfaction by developing proper phone etiquette and issue resolution skills of team members
  • Develop, implement, manage and monitor effective follow up communications with guests on outstanding issues
  • Develop, implement and manage the generation and analysis of daily, weekly and monthly reports
  • A Bachelor’s degree in Hospitality Management, Business Administration, Project Management, or Public Relations.
  • 10-15 years progressive customer/guest service experience, preferably in the Hospitality industry or a comparable fast-paced competitive environment
  • Demonstrated strategic and innovative thinking as it relates to enhancing and improving the customer journey and experience
  • Excellent communication and collaboration skills with the ability of understanding customers and tailoring messages to effectively communicate and to convey high quality feedback to supporting businesses to facilitate the formation of effective customer approaches and strategies
  • Strong conflict resolution and negotiation skills
  • Demonstrated leadership and team management and development skills
  • Ability to prioritize and multi-task

  • Opportunity to drive growth and make a difference in a rewarding industry
  • Travel Benefit Program
  • Relaxed dress code
  • Health, Dental, Vision, Life and Disability Insurance
  • PTO
  • Paid Holidays including 2 Floating Holidays per year
  • 401k Program
  • Engaging work environment
  • Apply here with your resume and references and let us connect you to your next career opportunity!
    Interested candidates please apply directly and/or email Email blocked - click to apply.
    HSS is the largest staffing agency focused on hospitality staffing. We work every day to match people looking for work with: Hotels, Resorts, Banquet Halls, Colleges & Universities, Event Spaces, Medical Facilities, and more. If you’re looking for work in the hospitality industry apply/search for our openings at: https://jobs2.smartsearchonline.com/hssstaffing/jobs/
    HSS is an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.

    Skills required

    Business Development
    Relationship Building
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    Job ID: 221


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    From its foundation in 1990 as a janitorial services company working within the hospitality sector, HSS recognized the need for a reliable back of house workforce; one that would be compliant with immigration, IRS, state and federal labor department and regulations. In time, Hospitality Staffing Solutions grew to be the standard setting HR Staffing and Services provider of choice to a demanding and changing industry. Throughout our history, we’ve been a growth-driven company. Our strategy has always been to build long-term relationships with hotels, resorts and casinos by exceeding our clients’ expectations. In that, we’ve succeeded.

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