Director of Guest Service & Quality

Director of Guest Service & Quality

HHM Hotels is a distinguished and award-winning hotel management and investment company with a portfolio of independent Luxury and Lifestyle, Resorts, Premium Branded and Branded Select hotels spanning the United States and Canada. Our presence in major hospitality markets across the nation positions us as a premier manager of Marriott, Hilton, Hyatt, IHG, and Choice hotels.

We take pride in operating independent luxury and lifestyle hotels. Known for our adeptness, accountability, and entrepreneurial spirit, HHM Hotels delivers exceptional market-leading outcomes for a wide array of owners, including private equity firms, publicly traded companies, and family office investors.

Position Overview

The Director of Guest Service & Quality will strategically manage and maintain customer service and brand service standards across a diverse portfolio of hotels consisting of select service, full service and independent properties. Developing strategies around each brand to improve portfolio scores.

Your Growth Path

Senior Director of Quality Assurance and Training

Your Focus

• Train, coach and support property leaders and associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Monitor GSS results companywide and create Monthly and quarterly reports.
• Conduct weekly Guest Satisfaction Scores (GSS) calls to drive guest service culture at all levels including property appearance, guest satisfaction, associate performance and commitment to customers.
• Drive Signature Guest Personalization SOP's for Hotels to provide exceptional service to the guests.
• Establish Advanced Digital Guest Experience Standards. The Director will be accountable for meeting or surpassing corporate/Brand Compliance Targets for Digital Metrics, including Mobile Chat response times, Mobile Key Adoption and Loyalty program enrolments.
• Cultivate a Service Recognition and Incentive Ecosystem. Design and manage a best in class company wide associate recognition program
• Attend brand training updates for customer service and interpret brand data.
• Monitor brand service standard changes and ensure changes are implemented by hotel operations teams.
• Assist with, conduct and or ensure brand guest service training is routinely conducted by certified in house brand trainers.
• Assist in developing property specific GSS action improvement plans.
• Support Regional Vice Presidents and General Managers in developing and implementing their plan.
• Audit Hotels on GSS and Brand operating standards.
• Develop and assist GMs with GSS incentive plans.
• Conduct individual one on one associate service training as needed.
• Monitor TripAdvisor, Expedia and Booking.com rankings and report out Monthly/Quarterly
• Perform other duties as requested by management.

Your Background and Skills

• Bachelor's degree in a related field.
• Experience in a quality or guest service role in the hospitality sector.
• Extensive experience with GSS measurements and reporting tools.
• Hotel operational experience.
• Travel to hotels to provide assistance in training

HHM Hotels Benefits and Perks

• Medical, Dental and Vision Health Insurance
• Paid Time Off
• 401k Company Match
• Free Basic Life Insurance
• Travel Discounts
• Quarterly Bonuses and Incentives
• Employee Assistance and Wellness Program
• Educational/Professional Development
• Technology Reimbursements
• Relocation assistance available if needed

Work Environment and Context

• Requires sitting for extended periods, use of hands and fingers to operate computers and keyboards.
• Regular travel Required.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

Source: HHM Hotels