Assistant Director of Guest Services

About the role

Directly manage the Guest Services department by providing supervision, training, scheduling, and evaluating the performance of the Concierge team, ensuring all procedures meet the hotel's standards. Focus on pre-arrival coordination with all guests and VIPs. Work closely with LAZ operations in Bell & Valet to ensure efficient, high-level service. Elevate departments in all aspects of service as part of the ongoing quest to achieve five stars with Forbes. Perform daily responsibilities of Associates within purview when necessary.

Supervises: Guest Services (Concierge, Porter & Valet).

Responsibilities

Guest Experience

• Lead the Guest Services operation, ensuring Forbes Five Star standards are consistently executed across Experience Concierge, VIP Services, Valet, Porter, Transportation, and Guest Relations.
• Oversee all pre-arrival communications for leisure and VIP guests, ensuring personalized itineraries, preferences, amenities, and special occasions are thoughtfully coordinated prior to arrival.
• Direct the Experience Concierge operation for both pre-arrival and in-house guests, ensuring prompt response times, proactive service, and seamless itinerary coordination.
• Oversee the resort's VIP Recognition Program, ensuring personalized gifts, amenities, room inspections, arrivals, and departures are executed to the highest standard.
• Partner with In-Room Dining and other operational departments to curate creative, personalized amenity experiences.
• Personally greet, escort, and oversee arrivals of VIP guests and continue to support them throughout their stay and departure.
• Resolve guest concerns promptly and professionally, ensuring guest satisfaction is maintained.
• Monitor guest satisfaction platforms, ensuring timely follow-up, coaching opportunities, and service recovery actions.
• Maintain expert knowledge of all resort accommodations, amenities, dining venues, recreational offerings, promotions, and local experiences.

Department Operations

• Oversee the daily operation of Experience Concierge, Valet, Porter, and VIP services.
• Partner with Valet leadership to develop operational plans for arrivals, departures, special events, holidays, and peak occupancy periods.
• Represent Guest Services during pre-conference meetings and coordinate transportation, porter, and VIP requirements for group arrivals.
• Review daily occupancy, arrivals, departures, VIPs, group activity, and operational forecasts to proactively anticipate guest needs.
• Review and approve transportation requests, late departures, amenity deliveries, and special accommodations based on business levels.
• Ensure all guest communication logs, service requests, and operational follow-up are completed accurately and timely.
• Monitor front drive operations, lobby flow, and guest arrival experience, assisting operational teams during peak demand periods.
• Ensure all operational systems (Opera Cloud, Alice, HotSOS, OpenTable, FareHarbor, Intelity, Zingle, and related platforms) are utilized effectively.
• Oversee safe deposit procedures, guest valuables, lost and found, guest mail, package handling, and security protocols.
• Partner closely with Housekeeping, Front Office, Engineering, Food and Beverage, Recreation, and Security to ensure seamless guest experiences.

Leadership & Team Development

• Recruit, interview, onboard, and retain exceptional Guest Services talent.
• Develop, coach, and mentor Experience, Porter, Valet, and Guest Services/Parking leaders to ensure consistent operational excellence.
• Conduct daily stand-up meetings, operational briefings, and departmental communication.
• Audit service delivery daily and provide real-time coaching to reinforce Forbes standards and luxury hospitality expectations.
• Conduct performance evaluations, progressive coaching, recognition, and disciplinary action as appropriate.
• Foster a culture of engagement, accountability, recognition, and continuous improvement.
• Develop and facilitate department training programs, onboarding, SOP development, and ongoing professional development.

Financial & Administrative Responsibilities

• Prepare departmental schedules based on occupancy forecasts, productivity standards, and labor budgets.
• Monitor labor, operating expenses, and departmental revenues, ensuring financial goals are achieved.
• Establish inventory levels for departmental supplies and oversee purchasing as needed.
• Prepare payroll, administrative reporting, operational documentation, and department communications.
• Maintain departmental SOPs and ensure compliance with all resort policies, safety standards, and operating procedures.
• Complete operational audits, maintenance requests, follow-up documentation, and shift transitions.

Cross-Functional Support

• Support Front Office leadership during periods of high occupancy by assisting with lobby management, arrivals, departures, and guest flow.
• Collaborate with all resort departments to create seamless guest experiences while promoting exceptional interdepartmental communication.
• Perform additional duties and special projects as assigned by the Director of Guest Services.

Additional Duties & Responsibilities

• Complete and direct scheduled inventories.
• Prepare weekly breakdown of labor expenses for Guest Services.
• Conduct quarterly departmental meetings.
• Attend designated meetings.
• Provide guest room tours on site visits.
• Act as a MOD when required.

Requirements

• High school graduate or equivalent vocational training certificate; college degree preferred.
• Three to five years of experience as a Guest Service or Front Desk Manager, preferably in a 2-45 diamond/star style hotel.
• Fluency in English (verbal and non-verbal); fluency in multiple languages is highly preferred.
• Previous experience with cash handling.
• Familiarity with yield management and cost controls.
• Valid CA driver's license with a clean driving record.
• Ability to compute basic arithmetic.
• Strong organization, motivation, and interpersonal skills.
• Critical thinking, problem-solving, judgment, and decision-making abilities.
• Ability to effectively cope with change, handle risk and uncertainty comfortably, and shift gears at a moment’s notice while remaining composed under pressure.
• Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture, and grooming policy.
• Flexibility to meet the demands of a 24-hour operation, including holidays and weekends.

Skills

• Strong verbal and written communication skills.
• Detailed-oriented with strong organizational and multi-tasking skills.
• Ability to relate to all types of people—up, down, and sideways, inside and outside the organization; builds appropriate rapport; uses diplomacy and tact.
• Genuinely cares about people, demonstrates empathy, and can defuse high-tension situations comfortably.
• Ability to perform job functions with attention to detail, speed, and accuracy.
• Ability to prioritize and organize work effectively.
• Ability to follow directions thoroughly and understand guest service needs.
• Ability to work cohesively with co-workers as part of a team and with minimal supervision.
• Ability to maintain confidentiality of guest information and pertinent hotel data.
• Ability to ascertain departmental training needs and provide such training.
• Ability to direct performance of staff and follow up with corrections when needed.
• Proficiency in inputting and accessing information in property management systems/computers/point of sale systems.

Qualifications (Desirable)

• College degree.
• Certification in CPR.
• Ability to suggestively sell.
• Previous guest relations training.
• Experience using Opera.

Pay

Base Pay Start Rate: $90,000/Yr. - $95,000/Yr. + Bonus.

Benefits

• Group medical, dental, vision, life, and disability benefits.
• Pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• Employee assistance program.
• Paid time off/sick time.
• 401(k) plan with company match.