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CORPORATE DIRECTOR | GUEST EXPERIENCE

Washington, DC
Full-Time

Description

Join a collaborative team of hospitality pros dedicated to curating and delivering hotel experiences as unique as the city they call home.

PM Hotel Group has an incredible opportunity for a Corporate Director | Guest Experience who embraces our core values and is passionate about ensuring all hotels deliver exceptional and curated lifestyle experiences to our guests.  A successful candidate will have experience as a General Manager at a Full-Service Hilton and/or Marriott hotel. This position requires the flexibility to travel at a moment’s notice.

The Director | Guest Experience is the Champion of all things related to guest satisfaction and will lead the guest-centric approach for all hotels.  This Leader should be a do-er, ready to roll up their sleeves with the operational experience to manage the hotel day to day and drive Guest Satisfaction Scores (GSS).  At times, this role will fill the General Manager vacancy until one is selected. At other times, this role will onboard and mentor new leaders, and support hotels to achieve their GSS goals.

Responsibilities

  • Travel property to property based on business needs.
  • Works with the Vice Presidents of Operations to evaluate guest satisfaction scores across the portfolio
  • Evaluates guest feedback in the context of the existing business model and external trends
  • Identifies trends and creates strategies to elevate guest experience individual targeted hotels and across the entire portfolio
  • Supports People + Culture initiatives at properties to ensure team members are motivated and are provided the tools to deliver exceptional guest experiences
  • Effectively recruit, train and mentor team members and foster strong team culture.
  • Plan, organize, lead, and/or participate in hotel meetings including staff meetings, sales meetings, etc. as part of the hotel’s executive team.
  • Act as a liaison with the brand, our owners and with PM, responsible for ensuring a successful business operation.
  • Act as the lifestyle ambassador, embodying both the brand’s values and PM’s “LIVE” spirit.
  • Financial Responsibilities – prepare annual budget; assure achievement through effective cost analysis, identify unfavorable variances, and implement corrective measures; weekly forecasting and planning within budgetary guidelines; adhere to cost control measures; using all company systems while following the expense approval process.
  • Plays a pivotal role in hotel sales efforts including meeting clients, hosting luncheons and receptions and interacting with on-site contacts on a daily, weekly and monthly basis. Work with the Director of Sales to support preparation of annual top line projections. 90-day forecast weekly preparation to optimize revenue opportunities
  • Owner Relations – clear and concise owner communications.
  • Foster strong connection with department heads to be always approachable
  • Responsible for Risk Management including OSHA compliance/ Emergency Disaster Plans procedures executed accordingly.
  • Play a pivotal role in hotel sales efforts including meeting clients, hosting luncheons and receptions and meeting with on-site contacts on a daily, weekly and monthly basis.

WHAT ARE WE LOOKING FOR?

  • Hilton and/or Marriott experience in a Full-service hotel is required.
  • Ability to travel at a moment’s notice for up to 3 months
  • Minimum of 2 years’ experience as a General Manager at a Full-Service hotel
  • Strong Food and Beverage experience is a must, events experience a plus.
  • Creative | Collaborative | Enthusiastic | People Person
  • Proven, dynamic leader and self-starter
  • Strong written and verbal communication skills
  • Able to recruit and establish sales team
  • Demonstrated problem solving and interpersonal skills
  • Deep understanding of 4-star service mentality to deliver both world class products and services.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information to resolve conflicts
  • Honesty, integrity, passion for hard work and success. Detail obsessed. Results driven.
  • Hires and creates a cohesive and high-performance Executive Committee that continuously strives for positive results and improvement
  • Serves as a passionate brand advocate and ensures that the intent of the brand is pulled through in the guest experience; communicates a clear and consistent message regarding, property leadership team, and owners; serves as a role model by demonstrating exceptional work ethic and service delivery for all employees on property; champions change; inspires and motivates team to achieve operational excellence.
  • Proficient in Microsoft Word and Microsoft Excel programs.
  • Microsoft Teams understanding
  • Knowledge of property management systems, both F&B and rooms a plus.
  • Strong verbal and written communication skills.
  • Strong organizational skills.
  • Reliable; able to multitask and learn on the job.
  • Experience with multitasking various items in a timely and efficient manner.

about pm hotel group:

Awards + Accolades:

  • Recognized as a Best Place to Work in Hospitality as seen in Hotel Business (2019)
  • Fastest Growing Private Companies in DC – Washington Business Journal (2020 + 2019)
  • Inc 5000 – Fastest Growing Private Hospitality Companies (2019)
  • AHLA Paving the Way Award 2021 – Vanessa Stanley

PM is PEOPLE-POWERED:

At PM Hotel Group we are passionate about fostering an environment that allows our associates to thrive. Creating a culture dedicated to respect, teamwork, entrepreneurial spirit, and the drive to succeed, we encourage our associates to express themselves and their unique talents. We celebrate diversity and are passionate about equity and inclusion.

A top-15 hotel management company, PM Hotel Group has over two decades of experience building relationships with brands, partners, and third-party hotel owners. We know that our greatest resource is our people, and this people-first mindset is at the heart of our corporate DNA.

NOTE:  

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties.  Furthermore, the specific examples in each section are not intended to be all-inclusive.  Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.  Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, always, an “at will” associate.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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