DIRECTOR OF GUEST EXPERIENCE | HOTEL DUPONT
: Job Details :

** Director of Guest Experience | Hotel DUPONT**

**Job Category****:** Front Desk **Requisition Number****:** FRONT07906 Showing 1 location **Job Details**

**Description**

Join a collaborative team of hospitality pros who are dedicated to curating and delivering hotel experiences as unique as the city they call home. The Director of Guest Experience + Rooms Operations is responsible for building a team of talented associates who deliver say yes service all day, every day and with a smile. You will create a positive working environment and lead, train, and mentor associates charged with enhancing the guest journey across every touchpoint. From reservations to arrival (valets, door and bell stand) concierge, guest services and housekeeping- the Director is charged with ensuring we deliver beyond memorable experiences for our guests while meeting our financial objectives.

The ideal candidate is a real people-person, collaborative, engaging, a problem solver able to pivot as circumstances dictate and excited to innovate and adopt to changing business and travel conditions. They thrive in a non-stop environment, exude calm under pressure, are resourceful and resilient. The Director of Guest Experience is a hotel leader who acts as an ambassador on property and embodies the hotels ethos and the companys LIVE spirit.

**RESPONSIBILITIES + AUTHORITIES:**

* ? Always treats guests with courtesy and respect.

? Display honesty + integrity.

? Be a hands-on do-er and inspirational leader able to motivate team members to drive for success and exceed expectations.

? Build strong relationships with colleagues, partners, clients, and outside vendors.

****SPECIFIC DUTIES:****

? Create and monitor a consistent training program (scripting, role playing, etc) that ensures team members across hotel operations are prepared for success. Includes development and daily, weekly, and monthly lessons to ensure ongoing learning and growth.

? Responsible for the leadershop, strategy, and financial performance of hotel operations departments.

? Champion the hotels say yes service culture and core values. Lead by example.

? Be locally plugged in. Be out and about- on the floor interacting with guests so you are engaged and informed. You coach your team to troubleshoot issues and empower them to resolve challenges but are present and part of the solution.

? Ensure all guest questions and requests are answered in a timely, friendly, and professional manner with laser focus to say yes service culture.

? Channel creativity. Find unique ways to curate memorable guest experiences.

? Drive teamwork. Bolster innovation and entrepreneurial spirit while still exacting personal accountability.

? Driven to continually improve guest service!

? Responsible for budgeting and forecasting of hotel operations departments.

? Build relationships, contacts, and business intelligence. Demonstrates community spirit through involvement in local and regional organizations.

? Effectively recruits, trains and mentors team members and fosters strong team culture.

? Plans, organizes, leads, and/or participates in hotel meetings including staff meetings, , etc. as part of the hotels executive team.

? Other job-related duties may be assigned by the General Manager.

Creative I Collaborative I Enthusiastic I People Person

Proven, dynamic leader and self-starter.

Strong written and verbal communication skills.

Able to recruit, train, manage and effectively lead team.

Demonstrated problem solving and interpersonal skills.

Luxury and independent hotel experience.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information to resolve conflicts.

Local and regional market experience a plus.

Honesty, integrity, passion for hard work and success. Detail obsessed. Results driven.

**QUALIFICATIONS + SKILLS:**

Bachelors or Masters degree- Hotel Management, Travel/Tourism or similar preferred

7-10 years leadership experience in the hospitality industry, rooms department; minimum 4 years with a luxury property

Communications savvy- verbal and written

Strong analytical and math abilities

Microsoft Office suite, POS (Opera or equivalent), Social media proficient.

**ABOUT HOTEL DU PONT**

The iconic HOTEL DU PONT blends approachable luxury with timeless elegance. Recognized by *Conde Nast Traveler* and *Travel + Leisure* as the #1 hotel in Delaware, the hotel is redefining hospitality imbued with a relaxed, contemporary sensibility. Located in downtown Wilmington, Delaware, in the heart of the picturesque Brandywine Valley, the 12-story Italian Renaissance landmark building boasts 217 guest rooms and spacious suites. The hotel is also home to Le Cavalier, one of the MidAtlantic regions most talked about new restaurants. The award-winning modern French brasserie from Chef -Partner Tyler Akin has been featured in *Food & Wine* and listed in Philadelphia magazines Most Exciting Restaurants Right Now for 2021.

**ABOUT PM HOTEL GROUP**

**Awards + Accolades:**

Recognized as a *Best Place to Work in Hospitality* as seen in Hotel Business (2019)

Fastest Growing Private Companies in DC Washington Business Journal (2020 + 2019)

Inc 5000 Fastest Growing Private Hospitality Companies (2019)

**PM is PEOPLE-POWERED**

At PM Hotel Group we are passionate about fostering an environment that allows our associates to thrive. Creating a culture dedicated to respect, teamwork, entrepreneurial spirit, and the drive to succeed, we encourage our associates to express themselves and their unique talents. We celebrate diversity and are committed to equity and inclusion.

A top-15 hotel management company, PM Hotel Group has over two decades of experience building relationships with brands, partners, and third-party hotel owners. We know that our greatest resource is our people, and this *people-first* mindset is at the heart of our corporate DNA.

**Skills**

**Education**

**Experience**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)