Guest Services Director
Princeton, New Jersey, United States
Job Summary
Occupation
Customer Service
Specialty
Services Director
Location
18901, Doylestown, Pennsylvania, United States
Visa Sponsorship
No
Job Description
Last Update:
1/11/24
Job Identification
Job Title: Guest Services Director Department: Administration
FLSA Status: Exempt TB Requirements: ALL STATES
SUPERVISORY RELATIONSHIPS
Reports To: General Manager Supervises: N/A
In conjunction with the General Manager, the Guest Service Director is responsible for operations, acting as contact for staff, residents, prospects, community organizations, government agencies, and the public. In the absence of the General Manager, this position acts as the primary contact for the community.
Essential Duties:
Maintains a high degree of resident satisfaction through delivery of an extraordinary guest service experience. Responding to residents needs and anticipating their unstated ones.
Responsible for the creation, execution and upkeep of the Community Guest Services Directory.
Ensures the buildings, grounds and property are up to the community standards through the oversight of the housekeeping services.
Develops and maintains relationships in the community with local business partners and organizations that will enhance the lifestyle and programming at the community.
Manage all guest relations staff including Concierge, dining room, housekeeping, and activities staff to ensure that residents are active, engaged and content with the services provided.
Coordinates and manages communication between residents and staff and follows up to ensure we resolve resident issues.
Keeps current on competitive projects and programs in the marketplace.
Assists General Manager with hiring, supervision direction and motivation for all department heads, supervisors and team members. Maintains superior training and morale. Ensure training programs are effectively executed aimed towards flawless, professional and high-class guest services.
Promptly notify the General Manager of emergencies and situations beyond the scope of your capabilities. Provides appropriate reports.
SECONDARY DUTIES
In conjunction with the General Manager, helps to develop annual operations and capital budgets.
Develops and maintains a positive image in the community. Becomes active in social and civic affairs of the local community. Represents the facility and the company to governmental agencies, professional organizations, community groups and other appropriate public agencies.
Other duties as assigned.
JOB QUALIFICATIONS
Education:
College degree preferred. Experience:
3 years of management experience Experience managing a budget.
Experience with decision making and problem solving. Other Knowledge, Skills, Abilities or Certifications:
Must be able to communicate in written and spoken English.
Must be a respectful and reliable team player.
Must be able to work independently.
Must enjoy working with seniors.
Must have working knowledge of basic computer and software.
Must be at least 25 years of age.
Criminal record clearance prior to presence in the community.
TB test results within 7 days of hire and a health screen within 30 days of hire (when transferring test results TB or health screen will not be older than 6 months).
Blood Borne Pathogen Training.
PHYSICAL DEMANDS
The physical demands and work environment described below represent the activities and surroundings of the position:
Must be able to push/pull up to 40 lbs., lift to 60 lbs.
Must be physically able to climb stairs.
Other Physical Requirements: While performing the duties of this job, the employee is regularly required to: use hands to handle or feel; talk; see; and/or hear.
Must be able to smell as necessary to discern residents needs and/or building emergencies.
Must be physically able to handle, grasp and reach occasionally to frequently throughout the workday
MERRILL GARDENS CORE COMPETENCIES
Customer Focus - Knows and understands internal and external customer needs and responds; accordingly, can anticipate customer needs, with a high priority to customer satisfaction and customer service. Shows genuine interest in Residents, Family Members and fellow Team Members feelings and thoughts, and responds quickly and appropriately. Delivers information clearly in an effective, timely manner. Seeks and accepts frequent feedback to ensure high levels of customer satisfaction.
Attention to Detail / Commitment to Quality - Takes responsibility for a thorough and detailed method of working. Checks his/her work carefully and often.
Teamwork - Works as a productive member of the Community Team; working toward common goals by contributing to team growth, and effective team unity.
Integrity - Upholds social, moral, and Company defined standards in job-related activities and behaviors.
Strategic Decision Making & Problem Solving - Draws correct and realistic conclusions and makes timely decisions based on available information. Understands a given situation or problem by combining information that is readily available; identifying patterns or connections between situations that are not obviously related; identifies key or underlying issues in complex situations. Has and uses knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; analyzes and thinks through the impact and implications of decisions regarding other components of the organization.
Financial Awareness - Actively seeks opportunities to optimize financial costs within predetermined budgetary parameters when making decisions that have financial implications. Actively looks for ways to reduce costs in the department/organization or allocation of resources.
Bold Leadership - Achieves results through people/Team Members by successfully setting objectives, conducting consistent and regular performance feedback, motivates, delegates, commits to teambuilding, and empowerment.
Job Title: Guest Services Director Department: Administration
FLSA Status: Exempt TB Requirements: ALL STATES
SUPERVISORY RELATIONSHIPS
Reports To: General Manager Supervises: N/A
In conjunction with the General Manager, the Guest Service Director is responsible for operations, acting as contact for staff, residents, prospects, community organizations, government agencies, and the public. In the absence of the General Manager, this position acts as the primary contact for the community.
Essential Duties:
Maintains a high degree of resident satisfaction through delivery of an extraordinary guest service experience. Responding to residents needs and anticipating their unstated ones.
Responsible for the creation, execution and upkeep of the Community Guest Services Directory.
Ensures the buildings, grounds and property are up to the community standards through the oversight of the housekeeping services.
Develops and maintains relationships in the community with local business partners and organizations that will enhance the lifestyle and programming at the community.
Manage all guest relations staff including Concierge, dining room, housekeeping, and activities staff to ensure that residents are active, engaged and content with the services provided.
Coordinates and manages communication between residents and staff and follows up to ensure we resolve resident issues.
Keeps current on competitive projects and programs in the marketplace.
Assists General Manager with hiring, supervision direction and motivation for all department heads, supervisors and team members. Maintains superior training and morale. Ensure training programs are effectively executed aimed towards flawless, professional and high-class guest services.
Promptly notify the General Manager of emergencies and situations beyond the scope of your capabilities. Provides appropriate reports.
SECONDARY DUTIES
In conjunction with the General Manager, helps to develop annual operations and capital budgets.
Develops and maintains a positive image in the community. Becomes active in social and civic affairs of the local community. Represents the facility and the company to governmental agencies, professional organizations, community groups and other appropriate public agencies.
Other duties as assigned.
JOB QUALIFICATIONS
Education:
College degree preferred. Experience:
3 years of management experience Experience managing a budget.
Experience with decision making and problem solving. Other Knowledge, Skills, Abilities or Certifications:
Must be able to communicate in written and spoken English.
Must be a respectful and reliable team player.
Must be able to work independently.
Must enjoy working with seniors.
Must have working knowledge of basic computer and software.
Must be at least 25 years of age.
Criminal record clearance prior to presence in the community.
TB test results within 7 days of hire and a health screen within 30 days of hire (when transferring test results TB or health screen will not be older than 6 months).
Blood Borne Pathogen Training.
PHYSICAL DEMANDS
The physical demands and work environment described below represent the activities and surroundings of the position:
Must be able to push/pull up to 40 lbs., lift to 60 lbs.
Must be physically able to climb stairs.
Other Physical Requirements: While performing the duties of this job, the employee is regularly required to: use hands to handle or feel; talk; see; and/or hear.
Must be able to smell as necessary to discern residents needs and/or building emergencies.
Must be physically able to handle, grasp and reach occasionally to frequently throughout the workday
MERRILL GARDENS CORE COMPETENCIES
Customer Focus - Knows and understands internal and external customer needs and responds; accordingly, can anticipate customer needs, with a high priority to customer satisfaction and customer service. Shows genuine interest in Residents, Family Members and fellow Team Members feelings and thoughts, and responds quickly and appropriately. Delivers information clearly in an effective, timely manner. Seeks and accepts frequent feedback to ensure high levels of customer satisfaction.
Attention to Detail / Commitment to Quality - Takes responsibility for a thorough and detailed method of working. Checks his/her work carefully and often.
Teamwork - Works as a productive member of the Community Team; working toward common goals by contributing to team growth, and effective team unity.
Integrity - Upholds social, moral, and Company defined standards in job-related activities and behaviors.
Strategic Decision Making & Problem Solving - Draws correct and realistic conclusions and makes timely decisions based on available information. Understands a given situation or problem by combining information that is readily available; identifying patterns or connections between situations that are not obviously related; identifies key or underlying issues in complex situations. Has and uses knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; analyzes and thinks through the impact and implications of decisions regarding other components of the organization.
Financial Awareness - Actively seeks opportunities to optimize financial costs within predetermined budgetary parameters when making decisions that have financial implications. Actively looks for ways to reduce costs in the department/organization or allocation of resources.
Bold Leadership - Achieves results through people/Team Members by successfully setting objectives, conducting consistent and regular performance feedback, motivates, delegates, commits to teambuilding, and empowerment.