Director of Guest Services

Key Responsibilities

• Develop and implement guest service policies and procedures.
• Lead and manage team members’ functions, including coaching, counseling, recognition, and performance.
• Provide specific direction and expectations to the management team.
• Be a visible leader in the operation, reviewing operations and interacting with guests and team members.
• Manage staffing and training in conjunction with human resources, including hiring and training.
• Ensure guest service standards are upheld and monitor metrics, trends, and feedback.
• Develop and manage budgets for the guest service department, ensuring expenses are within approved limits.
• Develop and maintain collaborative relationships with other department leaders and peers to ensure a seamless guest experience.
• Develop and implement strategies to enhance the guest experience, including VIP services, special packages, and other amenities.
• Ensure that guest complaints and concerns are addressed promptly and resolved to the guest's satisfaction.
• Oversee and reply to guest feedback through our Guest Satisfaction platform, Revinate.
• Monitor and evaluate guest feedback and satisfaction metrics, and implement changes as needed.
• Provide excellent customer service to guests, answering questions, addressing concerns, and providing assistance as needed.
• Ensure compliance with all relevant regulations and policies, including health and safety regulations, and privacy policies.
• Ensure operations run efficiently daily while managing long-term project planning.
• Stay up to date on guest services in the resort industry for benchmarking and new ideas.
• Perform other duties as assigned.

Education, Skills, And Experience

• College degree in Hospitality Management and/or equivalent work experience.
• 5+ years of experience in luxury resort and/or hotel in guest service operations.
• 3-5+ years of guest service operations management experience.
• Strong financial management skills, able to read and understand financials and budgets.
• Knowledge of resort property management systems.
• Proficient in standard computer programs including Google Sheets, Google Docs, PMS systems.
• AI proficiency in Claude and Gemini preferred.
• Excellent communication and interpersonal skills; ability to interact with a wide range of people.
• Outstanding organizational and problem-solving skills.
• Ability to create an inclusive environment with your team, one built on caring, trust, integrity, and gratitude.
• Self-starter that can work independently with minimal supervision.
• Ability to multi-task in a fast-paced environment.
• Inspired to always lead Evermore brand and team member values.
• Capable of working scheduled hours, including weekdays, weekends, days, nights, and holidays.
• Capable of performing role in a busy work environment.
• Demonstrated ability to develop and implement policies and procedures that enhance guest experience and satisfaction.
• Knowledge of relevant regulations and policies related to guest services and hospitality management.

Physical Requirements

• Able to safely lift, pull, and push up to 50 pounds.
• Able to see, hear, smell, and use manual dexterity for all equipment.
• Able to stand, stoop, kneel, bend, and reach extended periods of time.
• Able to be on your feet and walk long distances.
• Able to work 8-10 hours shifts.
• Subject to environmental conditions, work activities can occur inside and outside.

Benefits

• Competitive pay.
• FREE Life Insurance.
• FREE Short-Term Disability.
• FREE Long-Term Disability.
• Free Health Benefits, including Medical, Dental, and Vision coverage for your dependents.
• 401K with employer match.
• Robust paid time off policy.
• Paid time off for parental and grandparent leave, as well as family and pet bereavement leave.
• Unique policies in support of your team and significant relationships in their lives.