Director of Rooms/Guest Services- Firestone Country Club – Akron, Ohio 210295

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·       Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk and Front Drive

·       Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

·       Assist with development of employee morale and ensure training of Guest Services (front desk, reservations and concierge) personnel

·       Maintain a professional working relationship and promote open lines of communication with managers, employee partners and other departments.

·       Fully comprehend and operate all aspects of the Property Maintenance System, including software maintenance, report generation and analysis, and simple programming

·       Design and implement new posting and billing procedures prior to April 1, 2021

·       Serve as primary liaison with Property Management system for all migration and upgrades and “own” 100% readiness for 2021 season

·       Create, implement and execute new “Concierge Services” department responsible for coordination of all groups 16 people or less

·       Create and hold reservations accountable for efficiency in golf booking tee times

·       Design documentation and training for Club emergency procedures

·       Serve as Manager on Duty during all shifts on property and create weekly MOD schedule

·       Create onboarding program for each position on the Guest Services team and ensure all employee partners are validated by position before working on own on floor

·       Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner

·       Responsible for issued house bank/s

·       Create and then monitor key control to maintain guestroom and property security

·       Ensure the maximization of room revenue through creation of upsell system

·       Train new employee partners, help to develop and implement training programs

·       Maintain log of rooms in “out of order” status

·       Authorize and sign adjustments and paid outs over the limit

·       Oversee discrepancy report and monitor follow-through

·       Work closely with housekeeping regarding daily operations

·       Ensure correct and accurate cash handling at the Front Desk

·       Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner

·       Be aware of all rates, packages and promotions currently underway

·       Follow and enforce all ClubCorp credit policies

·       Ensure that employees, including third party employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees

·       Monitor all V.I.P.’s, special guests and requests

·       Review Front Office logbooks and Guest Request log on a daily basis

·       Monitor all appropriate service delivery systems.

·       Manage and be 100% responsible for all group room blocks (including cut off dates)

·       Participate in Room Inspection program

·       Assist in training and cross training of new hires, current employees, third party employees on a regular basis


Job Requirements/Qualifications

·       High School diploma or equivalent required

·       At least 2 to 3 years of progressive experience in a hotel or a related field recommended

·       College course work in related field helpful

·       Must be proficient in Windows, Company approved spreadsheets and word processing

·       Proficient in Property Management and Reservation systems (Agilysis experience preferred)

·       Previous supervisory responsibility required

·       Must have a valid driver’s license in Ohio – by 60 days into job

·       Expected work week of 50 hours

·       Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects

·       Maintain a warm and friendly demeanor at all times

·       Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

·       Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

·       Must be able to multitask and prioritize departmental functions to meet deadlines.

·       Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner

·       Resolve guest complaints effectively and efficiently

·       Attend all hotel required meetings and trainings

·       Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag

·       Maintain open and honest collaborative relationship with supervisor

·       Comply with ClubCorp Standards and regulations to encourage safe and efficient Club operations

·       Maximize efforts towards productivity, identify problem areas and assist in implementing solutions

·       Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary

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