Director of Guest Services

Director of Guest ServicesMarin County, CA · Full-time · Onsite About the jobOur client operates one of the most exclusive private retreat properties in Northern California, hosting corporate retreats, conferences and bespoke events for UHNW principals, founders, investors and family offices. As they enter an exciting new phase of growth, we’re looking for a Director of Guest Services to design and deliver the experiences that make this place unforgettable, and to lead the team that brings them to life. This is a creative, hands-on leadership role. You’ll turn a client’s vision into a flawless event and then make sure the people behind it are scheduled, trained and ready to deliver. Event & Experience DesignCreate bespoke events and guest programming tailored to each client, in line with the property’s brand and standardsPartner with the sales and operations teams to shape experiences from first conversation through to deliveryBring fresh ideas, new formats and creative service solutions to a clientele that expects something exceptional Guest Experience & Service DeliveryOversee guest services across events, conferences and short-stay programmingSet and uphold service standards at every guest touchpointHandle escalations and service recovery with discretion and professionalism Team Leadership & StaffingLead, develop and mentor the guest services team, including managers, coordinators and on-call staffManage event staffing, scheduling and labor forecasting for every phase of an eventRecruit, train and coach team members, building a culture of accountability and excellent service Budget, Compliance & StandardsOwn the department budget and event labor costs, and identify opportunities to improve efficiencyManage vendor and contractor relationshipsEnsure compliance with hospitality, health and safety and labor standardsPartner with senior leadership on service strategy and operational standards Success MetricsGuest satisfaction maintained at the highest standard across all programmingEvents designed and delivered to the client’s brief, with repeat business and referralsStaffing coverage and labor costs accurately forecast and managedEscalations resolved with full discretion and zero impact on guest relationships Requirements5+ years of leadership in guest services, event planning or hospitality operations, ideally in luxury, UHNW, corporate retreat or boutique settingsA track record of creating memorable, bespoke events for luxury or high-profile clientsProven ability to lead and develop teams in a fast-paced, high-touch environmentStrong financial acumen, including budgeting and labor cost controlExceptional discretion and professionalism with high-profile clienteleBachelor’s degree preferredReliable transportation, as the role is onsite in Marin County Salary: $180k base with an $18k bonus (10%), plus a comprehensive benefits package. If you’re ready to shape the guest experience at one of the most exclusive hospitality operations in the country, we’d love to hear from you. Apply now to be part of the next chapter for our client in Northern California. Due to the high volume of applications, if you haven’t heard from us within two weeks, please assume you have been unsuccessful on this occasion.