Director Of Guest Services

Director Of Guest Services

Archer Hotel Austin, a Texas-chic boutique hotel in northwest Austin at Domain NORTHSIDE, welcomes guests with 171 luxe guest rooms and balcony-clad suites, the buzzy first-floor AKB hotel bar, a second-floor Pool Patio and 19,245 sq. ft. of indoor and outdoor meeting and event space.

The AAA Four Diamond, Forbes Four-Star hotel is part of the award-winning Archer Hotel collection — chock-full of thoughtful touches and local discoveries, and consistently ranking at the top of trusted review sites.

The hotel is just off the N. Mopac Expressway in the heart of Domain NORTHSIDE, on Palm Way and across the street from Northside Lawn — with free employee parking in a nearby covered parking lot.

Lodge Works is a privately held hotel development and management company. While our name isn't on the hotels themselves, our extraordinary culture is at the heart of our 18 hotels — including our award-winning Archer Hotel boutique collection and our portfolio of other great brands with familiar names, such as Hyatt Place, Hyatt House, Aloft, Hilton Garden Inn and Hampton Inn.

We're thrilled to be considered industry innovators with a rich 35+ year history. Yet, what we are most proud of is the strong family culture we have developed and maintained while growing to 950+ employees nationwide. At Lodge Works, hospitality is more than just the industry in which we work; it defines everything we do.

The Director of Guest Services (DGS) is responsible for leading, supervising and managing the Front Desk, Night Audit, Accounting, Concierge, Guest Services and Reservations. This position is responsible for providing and ensuring attentive, courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing suite revenue and occupancy. The DGS is expected to develop and promote superior service skills in dealing with clients, guests and team members.

The DGS is also responsible for reservation and inquiry calls, accounts payable and accounts receivable. Additional duties include working with Food and Beverage, Housekeeping and Maintenance when applicable.

• Interview, select, train, schedule, coach and support associates, ensuring that they perform in accordance with established brand and hotel standards and consistent with Lodge Works' core values.
• Create specific, measurable, achievable, realistic and timely action plans to remedy guest service deficiencies.
• Practice safe work habits, wear protective safety equipment when necessary and follow MSDS and OSHA standards.
• Oversee the property accounting functions, including but not limited to accounts payable and receivable, house bank audits, petty cash and tax.
• Maintain regular attendance in compliance with Lodge Works standards as required by scheduling, which varies according to the needs of the hotel.
• Check all guests in and out in a confident, professional and personalized manner.
• Ensure compliance of brand standard operating procedures and policies.
• Maintain and update personnel and payroll records in compliance with Lodge Works policies and procedures.
• Prepare and submit all reports to the General Manager and corporate management as requested and according to scheduled due dates.
• Communicate accurately and effectively in oral and written form with guests and associates.
• Proactively address guest concerns by ensuring appropriate, accessible and convenient amenities and service offerings.
• Assist in the overall F&B operation to ensure compliance and guest satisfaction.
• Oversee vendor and personnel contract throughout your department.
• Monitor front office financial operations and ensure compliance with accounting controls and procedures.
• Be aware of guest satisfaction scores and work…