- Full-Time
- Permanent
- MOVENPICK
- Rooms
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Mövenpick Aswan, Aswan, Egypt
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REF53318O
Director of Guest Experience & Quality
Region
MEA SPAC
This vacancy has now expired. Please see similar roles below...
Mövenpick Resort Aswan lies within walking distance from the historical Island, tourist attractions and cultural sites. Our 5 star hotel is only a 20 minutes drive from Aswan.
DUTIES AND RESPONSIBILITIES
- MANAGE THE DAILY GUEST SERVICES OPERATIONS: CONCIERGE, BELL SERVICE, DOOR SERVICE, PARKING VALET, NIGHT RUNNERS
- Leading the direction and supervision of all Guest Services duties are performed and maintained in accordance with the hotel’s standards and in line with hotels’ strategic plan
- Manpower planning, recruitment, training, deployment
- Liaison between Front Office departments and rest of hotel for effective guest experience
- Develop, implement, evaluate, review and conduct training and audits in accordance with the hotels’ overall training and development plan
- MANAGEMENT AND LEADERSHIP OF THE GUEST SERVICES TEAM
- Handles capital and asset planning, requisition
- Responsible for budgeting, planning and forecasting of yearly and monthly revenue and expenditure for areas of responsibility
- Identify equipment and supplies needs and negotiate with vendors for the best quality at competitive pricing
- Responsible for issuing, monitoring and negotiating all contracts, agreements and billings involving the department’s areas of responsibility
- Responsible for developing, implementing, evaluating, reviewing and conducting training & CCTV audits in accordance with the hotels’ overall training and service development plan
- Prepare, review and revisit procedures and training manuals for all levels of colleagues and to be in line with the hotels ‘operating standards
- Conduct performance reviews, coaching, counseling and disciplining sessions with colleagues
- Handles Guest Services inventory control system
- Ensure that safety, health and security policies and procedures are adhered to in areas of responsibility
- Coordinate and conduct bi-monthly department, concierge and officers’ meetings to update colleagues on hotels’ objectives, performance and goals
- Coordinate, conduct and attend all other necessary meetings as and when required
- INVOLVEMENT IN A WIDER JOB FUNCTION
- Presence in the driveway and lobby area at critical guest flow time
- Ensure lobby and driveway are well managed in accordance to activities and traffic patterns
- Investigate on service failures followed by service recovery and corrective actions to prevent future occurrence
- Recommend, justify, coordinate and implement hotel projects in relation to process improvements
- Use Quality Management systems to monitor and improve speed of response time and review progress
- Review and analyze trend in guests’ needs and recommend operational changes, if needed to improve guest satisfaction and colleagues productivity
- Develop departmental Reward & Recognition programme to recognize individuals and teams for exemplary behavior and outstanding achievements in department
- INVOLVEMENT AS A MEMBER OF THE HOTEL LEADERSHIP TEAM
- Ensure cleanliness and appearance of lobby and related areas
- Hands-on knowledge of computer hardware and software to manage systems and generate reports, presentations and correspondence
- Capable of planning, defining, co-ordination and managing a service delivery system utilizing human resources, tools, data and service standards
- Interface the needs/requirements of other departments with: Housekeeping, Engineering, F&B service, Security, Finance, T&C
- Knowledge of Operations of group/convention activities and manpower planning
- Knowledge of Quality Management systems
- Knowledge of financial planning and budgeting
- Provide a level of safety & security for arrival & departure of guests/visitors
- Tertiary education or higher with equivalent and hotel related experienc
- Minimum 5 years experience in a mnagerial position in service industry preferably in Guest Services and/or Front Office
- English Language with knowledge of second language preferred
- Knowledge of Opera system and other related sub-systems interfaced to the PABX and/or the hotel’s computer system
- Knowledge of Quality Management processes
- Ability to plan, lead, motivate and control
- Dynamic, analytical and detailed-oriented, problem solving and counseling skills
- Responsive to continuous challenges and improvements and open to making changes to achieve targeted results
- Build partnerships with other departments to ensure that internal and external customers’ needs are satisfied promptly. Possesses leadership qualities
- Ability to motivate and direct colleagues to proactively meet and exceed guest expectations
- Focused in colleagues training and development, human resource and performance management
- Leadership qualities to motivate and direct colleagues to proactively meet and exceed guest satisfaction
Discover a world where life pulses with passion
Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.
LET
YOUR PASSION SHINE
We foster
our creativity, our excellence and progressiveness. We interconnect with
each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in
being part of a wider global team leading the way in local sustainability
initiatives. Working together with our communities, we will empower you to
make your own meaningful impact.
Let your passion shine
We take pride in promoting heartfelt hospitality with a French Zest, valuing passion, excellence and emotional intelligence. We pioneer a committed and sustainable approach to luxury, encouraging openness and inclusivity. We value new encounters with colleagues and guests from all horizons with a goal of creating a distinctive culture together.
JOIN US
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