Position Profile:

The Director of Guest Services is the driving force behind our guest experience, ensuring that every touchpoint reflects the highest standards of luxury, professionalism, and excellence; leading and inspiring a team to anticipate guest needs, exceed expectations, and create memorable, tailor-made experiences that define our brand.

Oversee all aspects of guest services, including front desk, concierge, bell services, doorman, guest relations, reservations operations, PBX, IRD order takers, and transportation, ensuring flawless execution of service for our guests as well as our team members. Cultivate a culture of excellence, training and mentoring the guest services team to consistently deliver ultra-luxury hospitality.
Develop and implement personalized guest service strategies to enhance loyalty and total guest satisfaction.
Act as the primary liaison for VIP guests, ensuring their experience is seamless, private, and exceeds expectations.
Monitor guest feedback through reviews, surveys, and direct interactions, implementing improvement as needed.
Ensure guest services operations run smoothly, efficiently, and in alignment with the hotel’s standards of luxury.
Collaborate with other departments to ensure seamless guest experiences.
Manage front office technology systems, reservations, and guest profiles to provide customized service.
Oversee check-in/check-out processes, ensuring efficiency, discretion, and a warm welcome for each guest.
Handle guest concerns and service recovery with professionalism and discretion.
Develop and manage budgets for the guest services department, optimizing costs without compromising quality.
Identify opportunities for upselling and revenue generation through guest services touchpoints, ensuring that all team members are knowledgeable about the Palm Beach area, the property and the amenities that are available to our guests.
Maintain compliance with all hotel policies, confidentiality, safety regulations, and luxury service protocols.
Recruit, train, and mentor a high performing guest services team dedicated to excellence.
Establish performance goals, conduct evaluations, and provide ongoing coaching to enhance service standards.
Foster a positive, service-oriented culture that aligns with the hotel’s vision of ultra-luxury hospitality.
Develop and maintain strong relationships with guests. Organize and manage special events, promotions, special guest requests and accommodations.
Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of front desk, bell services, and lobby coverage.
Develop and manage hoteliers schedules to ensure adequate coverage during peak periods, including evenings, weekends, and holidays.
Review payroll each day to ensure it is in line with the budgeted hours, documenting and submitting it in a timely and accurate manner.
Follow cash handling and auditing procedures as outlined by the finance department.