Director of Guest Services - The Pfister Hotel
Do you enjoy
providing engaging, sincere and personalized service? Turning ordinary moments into everlasting
memories? As the Director of Guest
Service you will ensure our VIP guests have an outstanding stay from start to
finish. In doing so, you will help
continue our tradition of excellent service for our guests.
Do you strive to set yourself apart by your gracious
service and impeccable style? Are you passionate and energetic about delivering
exceptional experiences to guests in the premier luxury hotel in downtown
Milwaukee? If so, The Pfister is looking for outstanding people like you to be
a part of our team and continue its iconic legacy.
Director of Guest
Service Duties:
- Coordinates
the exceptionally friendly, professional, and efficient reception,
registration, and account settlement for all hotel VIP guests
- Inspects
all VIP rooms to determine any specific Housekeeping, or Engineering
requirements; coordinates attention to the completion of these specific
requirements.
- Contacts
VIP guests in advance of their arrival to the hotel to determine any
special services required and then acts to deliver these special services.
- Monitors
and ensures adherence to all Marcus Hotel and Resorts Standards and four
Diamond Standards
- Interacts
frequently with VIP guests to provide assistance and ensure guest
satisfaction with hotel services.
- Welcomes
all VIP guests at the door upon arrival with rooms pre-registered and
pre-keyed.
- Fields
guest complaints, conducting thorough research to develop the most
effective solutions and negotiate results.
Requirements:
- Prior
customer service experience required. Prior Front Desk or other
prior hospitality experience preferred.
- Excellent
organizational, guest relations and presentation skills required.
- Capacity
to recognize and respond to cultural difference in an appropriate manner,
and possess ability to effectively deal with internal and external
customers, some of whom will requires high levels of patience, tact, and
diplomacy to defuse anger and collect accurate information to resolve
conflicts.