Job description

ABOUT HOTEL DROVER:

Inspired by the pioneering spirit of the West, Hotel Drover delivers true Texas hospitality. Named to honor the legendary cowboys who drove cattle to market across the plains, Hotel Drover is an Autograph Collection® property, offering a truly unique guest experience in the heart of the historic Fort Worth Stockyards.

Our goal is simple. To harness the true spirit of the Stockyards through the legacy of the drover, creating an experience that can only be achieved here in Fort Worth. Proud of where we came from, we greet visitors with a tip of the hat and a firm handshake, welcoming all to enjoy life’s simple pleasures and genuine Texas hospitality.

So, dust off your boots, grab your hat and join us at Hotel Drover.

WHO WE’RE SEEKING:

We’re seeking a unique individual who will embody the heart and soul of Fort Worth Stockyards while caring deeply about our brand and community – someone who acts as an extension of our mission, values, and culture. This person is driven to create meaningful experiences for our employees, guests, and community.

We want to work with someone who brings a spirit of fun, authenticity, collaboration, and genuine hospitality to their life and work. We are seeking an individual who will whole-heartedly take responsibility for ensuring Hotel Drover successfully delivers Legendary Service to every guest, every day.

We have poured our passion, energy, and excitement into crafting an extraordinary place and brand – and we know that the right Director of Guest Services for Hotel Drover will be as inspired and passionate about this vision as we are. Care for people, have a belief in the power of community, and the desire to create extraordinary experiences drive us. You must apply if these things also drive you!

The Director of Guest Services is responsible for managing all aspects of guest experience including the bell team and hotel drivers. The Director of Guest Services will also serve as the on-property liaison with our valet company to ensure the scheduling and success of the valet operation is in correlation to business demands and expectations of the hotel.

ESSENTIAL RESPONSIBILITIES:

• Embody and hands on leadership approach that brings Hotel Drover’s Shared Values to life for our Team Members.
• Passion for creating an elevated, personalized guest experience.
• Implement and propose policies and procedures corresponding to luxury experience and create industry best practices.
• Implement systems to help obtain guest preference information to assist in exceeding expectations during stay.
• Manage the business levels and day-to-day interactions with valet and guest services.
• Field guest opportunities, conduct thorough research to develop the most effective solution.
• Ensure all guest-related issues are resolved in a manner consistent with the company’s service standards and objectives.
• Inspect all physical aspects of the hotel’s appearance to include front drive, pool, lobby, on a continual basis in accordance with standards established by hotel management. Immediately report all safety hazards or items in need of attention.
• Manage budgets and financial plans and control expenses.
• Participate on the recruiting, training, and development of team members.
• Ensure compliance by all guest services team members with company and departmental rules, policies, and procedures.
• In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the hotel:

o Assist other departments during peak periods or any related guest service activity.

o Assist in the reporting of hotel incidents, accidents, etc.

o Ensure the safety and wellbeing of our guests.

o Participate in the hotels’ Leader on Duty program.

• Other duties as assigned.

MUST HAVES:

• Passion and drive to create and maintain an incredible workplace culture and guest experience.
• Entrepreneurial mindset with a commitment to success.
• Strong prioritization, planning, and organization skills
• Operations-oriented mindset with a focus on day-to-day efficiencies
• Strong interpersonal and leadership skills.
• Humble leadership and ability to influence and lead a team.
• Ability to effectively deal with internal and external guests with patience, tact, and diplomacy to diffuse anger and collect accurate information while effectively understanding and communicating service responses.
• Considerable knowledge of all departments’ functionality, hotel facilities/services, as well as city and current events.
• Due to the cyclical nature of the hospitality industry, team members may be required to varying schedules to reflect the business needs of the hotel.

QUALIFICATIONS:

• Three years’ experience at a prior director level preferred.
• Experience in a high-end, luxury hotel/resort; Autograph Collection experience a plus.
• Proven track record in hotel management with a history of increased complex responsibilities
• Bachelor's degree in Hospitality Management, Operations Management, or related field preferred.

HOTEL DROVER OFFERS A COMPREHENSIVE BENEFITS PACKAGE INCLUDING:

• Personal and professional growth opportunities

• Workplace culture with heart and soul

• Wellbeing benefits for you and your family

• Paid time off

• Career experience of a lifetime

OUR CORE VALUES:

• Hit the Mark, Every Time

• Blaze New Trails

• Spark Warmth

• Be Intentional

• Honor All

• Do Right

• Stay Curious

Job Type: Full-time

Pay: From $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

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