Director of Guest Service & Quality

HHM Hotels is a distinguished and award-winning hotel management and investment company with a comprehensive portfolio that includes independent luxury and lifestyle hotels, resorts, premium branded, and branded select hotels throughout the United States and Canada. With its strong presence in major hospitality markets, HHM Hotels is renowned for managing some of the most prestigious hotel brands such as Marriott, Hilton, Hyatt, IHG, and Choice hotels. The company prides itself on its entrepreneurial spirit, accountability, and mastery in delivering exceptional market-leading results for a diverse group of hotel owners, including private equity firms, publicly traded companies, and family office investors. HHM Hotels strives to set the standard for excellence in the hospitality management industry by emphasizing customer satisfaction, operational efficiency, and continuous innovation.

The role of Director of Guest Service & Quality at HHM Hotels is a key leadership position responsible for strategically managing and maintaining customer service and brand service standards across a diverse portfolio of hotels, ranging from select service and full-service properties to independent hotels. This role involves developing and implementing tailored strategies for each brand to enhance portfolio-wide guest satisfaction scores. As a pivotal member of the team, the Director will train, coach, and support property leaders and associates, ensuring alignment with both brand standards and HHM core values. Regular evaluation and reporting of guest satisfaction results companywide form a fundamental aspect of the role, requiring monthly and quarterly analysis.

The Director will also lead weekly Guest Satisfaction Scores (GSS) calls to foster a strong guest service culture across all properties, focusing on hotel appearance, associate performance, and overall commitment to guests. Responsibilities include staying current with brand training updates, monitoring changes in brand service standards, and ensuring successful implementation at the property level. The Director will assist in conducting or overseeing brand guest service training sessions, guide the development of property-specific guest satisfaction improvement plans, and support Regional Vice Presidents and General Managers in strategic planning.

Additionally, this role includes auditing hotels to ensure compliance with GSS and brand operating standards and devising incentive plans that motivate property teams to achieve high guest satisfaction. Conducting individual training sessions for associates as needed and monitoring key online review platforms such as TripAdvisor, Expedia, and Booking.com are important components of this position. This is a demanding role that requires regular travel to provide on-site assistance and training, demonstrating a hands-on approach to leadership and quality enhancement.

Overall, the Director of Guest Service & Quality will be instrumental in shaping the guest experience across HHM Hotels’ diverse portfolio. The successful candidate will have a strong background in hospitality quality assurance, operational knowledge, and expertise in utilizing GSS measurements and reporting tools. This position offers a clear growth pathway to the Senior Director of Quality Assurance and Training, enabling further advancement within the company. HHM Hotels fosters a work environment where people are valued as the company’s greatest capability, serving with heart, striving for excellence, staying nimble, and owning responsibilities diligently. Alongside a competitive salary and a variety of benefits such as medical, dental, and vision insurance, paid time off, 401k company match, and travel discounts, this role provides a rewarding career opportunity in the hospitality industry.