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Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Paid Time Off
401k Company Match
Travel Discounts
quarterly bonuses
Employee assistance program
Educational professional development
Technology Reimbursements
Relocation assistance
Job Description
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.... Show More
Job Requirements
- 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
- Ability to travel regularly to hotels to provide assistance in training
Job Qualifications
- 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
- Ability to travel regularly to hotels to provide assistance in training
Job Duties
- 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
- 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
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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