Description

Summary

Join us for this incredible opportunity to be part of our Operations team as our Director of Guest Experience at Grand Hyatt Washington, located in downtown Washington, D.C. Not only will you be part of a talented team, you will also be part of a company that is one of Fortune's 100 Best Companies to Work For, for several years running!

The Director of Guest Experience is responsible for all duties of the Front Desk, PBX, and Guest Services operations which includes: staff training, inter-department communications, staff scheduling, responding quickly to guest requests and/or complaints in a friendly manner, and ensuring that appropriate action is taken to guarantee guest satisfaction. This person should possess strong communication skills and demonstrate strong leadership abilities.

Duties include but are not limited to:

• Responsible for short- and long-term planning and the management of the hotel's Front Desk, PBX, and Guest Services operations
• Develop and recommend the budget, labor cost plans and objectives, and manage within those approved plans
• Maintain guest room inventory
• Coach and counsel colleagues as needed to reflect Hyatt's service standards and procedures
• Perform all tasks of the team members as needed to facilitate service
• Ensure all operations are done per policies and procedures
• Maintain excellent communication with other departments throughout the hotel
• Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas
• Analyze, investigate, and resolve guest complaints
• Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
• Ensures proper staffing levels for customer service goals

The salary range for this position is $83,600 to $94,000, commensurate with experience.

Benefits available with this position include:

• Medical / Dental / Vision insurance
• 401k
• Retirement Savings Plan (RSP)
• Basic Life insurance
• Paid vacation, sick days, new child leave, and holidays
• Paid family bonding time and adoption assistance

Additional perks include:

• Free room nights after 90 days, discounted and friends & family room rates immediately
• Tuition reimbursement
• Free meal during the workday
• Employee Stock Purchase Plan
• Discounts at various retailers
• Growth potential locally and throughout the country

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Qualifications

• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• Multiple years of progressive hotel Rooms Management experience preferred
• Service oriented style with professional presentations skills
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• Clear concise written and verbal communication skills in English
• Must be proficient in Microsoft Word and Excel
• Must have excellent organizational, interpersonal, and administrative skills