Director of Guest Services

Choice Hotels International, Inc (NYSE: CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice® has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice® to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges® loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks. For more information, visit www.choicehotels.com. 

The ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.

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 Director of Guest Services requires an individual who has the ability to provide superior guest service in a fast-paced, hotel environment, ensuring 100% guest satisfaction by overseeing the daily operations of the Front Office and PBX.

Salary Range: $65,000 - $75,000 annual

Benefits we provide:

• Employee discounts on thousands of hotels

• Enjoy a complimentary meal in the associate cafeteria during your shift

• Free Parking

Day 1:

• Paid Vacation and Sick Time (MN Earned Sick and Safe Time)

• 8 Paid Holidays

• Paid Bereavement

• Paid Floating Holidays

• Employee Assistance Program

1st of the month following 30 days of service:

• Full benefits package to our full-time employees, including health, dental, vision, short & long term disability, auto insurance, and so much more!

• Employer paid Accident insurance and HSA contribution

• 401(k) Retirement Plan

Key Responsibilities

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

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

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