DIRECTOR OF GUEST SERVICES SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: Nov 27, 2024 - The Director of Guest Services excels in clearly communicating ideas and making quick, accurate decisions, especially under pressure. With a strong ability to resolve guest objections and disputes, this position anticipates needs and proactively addresses challenges. This role demonstrates expertise in handling complex information, maintaining professionalism, and aligning with company values while managing financial and operational details.

Essential Hard and Soft Skills for a Standout Director of Guest Services Resume
  • Property Management Systems
  • Budget Management
  • Data Analysis
  • Reservation Systems
  • Event Planning
  • Staff Scheduling
  • Customer Relationship Management (CRM)
  • Revenue Management
  • Quality Assurance
  • Knowledge of Industry Regulations
  • Leadership
  • Communication
  • Problem-Solving
  • Time Management
  • Conflict Resolution
  • Team Building
  • Customer Focus
  • Adaptability
  • Empathy
  • Decision-Making

Summary of Director of Guest Services Knowledge and Qualifications on Resume

1. BS in Hospitality Management with 7 years of experience

  • Ability to develop comprehensive organizational plans and manage people to obtain individual and organizational goals
  • Successful completion of a criminal background check and drug screen
  • Experience at the Director level at family themed resort
  • Ability to multi-task and prioritize a variety of tasks with minimal direction
  • Excellent communication and proven teamwork skills
  • Solid skills in assisting team leaders meet and exceed expectations in respective departments.
  • Experience using and training PMS systems such as FOSSE and Lightspeed.
  • Professionally Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring satisfaction before and after stay.
  • Solicits feedback for continuous improvement.
  • Ability to improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Ability to read, write and speak English, with excellent grammar and communication skills (written and verbal)

2. BA in Business Administration with 8 years of experience

  • A strong leader and communicator with a passion for delivering excellent customer service
  • Proven business acumen, team building and project management skills
  • Excellent interpersonal and communication skills
  • Able to gain and maintain respect while engaging and motivating others 
  • Comfortable dealing with diverse personalities
  • Be a creative problem solver with excellent time management skills
  • Be proactive in identifying the root cause of issues and developing solutions
  • Able to remain highly flexible and adaptable when faced with ambiguity
  • Able to effectively balance autonomy and collaboration
  • Strong skills in interpersonal relations.
  • Ability to interact with guests and customers of the resort in a friendly and accommodating manner.

3. BS in Tourism and Hotel Management with 6 years of experience

  • Able to convey information and ideas clearly.
  • Able to evaluate and select among alternative courses of action quickly and accurately.
  • Able to work well in stressful, high-pressure situations, including the ability to handle guest objections and disputes to satisfactory results.
  • Able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
  • Able to maintain composure and objectivity under pressure.
  • Experience in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
  • Ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
  • Understanding, and clarifying the concerns and issues raised by associates and guests.
  • Able to work with and understand financial information and data, and intermediate arithmetic functions.
  • Ability to commit to the mission and values of the company
  • Ability to maintain a professional personal appearance

4. BA in Marketing with 7 years of experience

  • Experience in resort environment required.
  • Extensive, proven track record in lift ticket and ski pass, retail and rentals, and ski school sales operations and revenue strategies.
  • Knowledge of resort ticket and ski software programs including Flaik, RTP and Siriusware.
  • Ability to input in major decision making which may affect policies or procedures within the given area.
  • Experience with group negotiations that affect the profitability of services rendered.
  • Ability to contribute to the analysis of present marketing programs and make suggestions for program changes.
  • Proficient in, Microsoft Word and Teams, Excel, and PowerPoint
  • Experience with the operation of basic office equipment (computer, telephone, copier, etc.).
  • Ability to communicate clearly and precisely in a variety of significant situations (such as training, mentoring, giving directions, etc.).
  • Ability to communicate in writing on complex or ambiguous subjects.
  • Proficient conceptual and/or creative skills.
  • Ability to apply advanced negotiation skills in working with others in situations that have little routine or structure.

5. BS in Event Management with 8 years of experience

  • Passion for executing and leading others in providing exceptional service.
  • Ability to work well under pressure in an agile, fast-paced environment.
  • Excellent time management and organizational skills with the ability to change activity frequently and cope with interruptions.
  • Highly responsive and reliable with strong attention to detail.
  • High level of personal accountability that the guest experience
  • Ability to prioritize tasks to satisfy various stakeholders.
  • Ability to read, comprehend and write complex correspondence and effectively communicate with guests and homeowners using diplomacy and tact required.
  • Ability to take initiative and effectively manage and solve problems, self-manage and meet deadlines
  • Ability to take direction from a supervisor and execute directives
  • Ability to  work collaboratively, as a member of a team
  • Ability to relate professionally with vendors, contractors, guests, owners, and co-workers
  • Ability to communicate effectively with people from diverse backgrounds
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