Director of Guest Services

About the role

We are seeking an inspiring, service-driven leader to join our executive team as the Director of Guest Services. In this pivotal role, you will champion our service culture, leading the front-of-house operations to deliver seamless, world-class experiences. You will oversee the Front Desk, Concierge, Guest Relations, and Bell/Valet teams, ensuring every touchpoint reflects our premium hospitality standards.

What You Will Do (Key Responsibilities)

• Lead Operations: Oversee the daily operations of the Front Desk, Concierge, Guest Services, and Valet/Bell teams to ensure smooth arrivals and departures.
• Elevate Service: Monitor guest feedback (including TripAdvisor, internal surveys, and brand metrics), implementing proactive service recovery and training to exceed quality scores.
• Develop Talent: Recruit, train, mentor, and schedule front-of-house team members, fostering a collaborative culture focused on career growth and employee engagement.
• Manage Financials: Oversee department budgeting, labor forecasting, and inventory control while maximizing ancillary revenue streams like room upgrades.
• Cook up Standards: Collaborate closely with Housekeeping, Sales, Engineering, and Security to ensure flawless VIP coordination and property-wide efficiency.

What We Are Looking For (Requirements)

• Experience: 3-5+ years of progressive leadership experience in Hotel Guest Services or Front Office operations (large, full-service urban hotel experience preferred).
• Leadership Skills: Proven track record of managing, coaching, and motivating a diverse team of hospitality professionals.
• Problem Solver: Exceptional conflict-resolution and service-recovery skills, with the ability to handle high-pressure situations gracefully.
• Tech Proficiency: Hands-on experience with major Property Management Systems (e.g., OnQ, PEP) and guest response platforms.
• Schedule Flexibility: Ability to work a flexible schedule, including weekends, holidays, and evening shifts based on hotel occupancy and business needs.

What We Offer (Benefits & Perks)

• Competitive base salary with eligible annual performance-based bonuses.
• Comprehensive medical, dental, and vision insurance packages.
• 401(k) retirement plan with company matching and generous paid time off (PTO).
• Global travel benefits, featuring heavily discounted room rates across the Hilton brand network.
• Structured executive training and long-term career advancement opportunities.