Assistant Director of Guest Relations

Dorchester Collection • Los Angeles, CA

3d • Onsite

About The Position

The Assistant Director of Guest Relations oversees the guest experience across all stages of the guest journey, ensuring guest information and preferences are collected and acted on with excellence. The role connects hotel departments, creates and implements operational procedures, and ensures service delivery and processes are guest-centric. The Assistant Director leads guest relations and concierge teams and works to create memorable experiences for guests.

Requirements

• Strong communication skills and a customer-service ethic.
• Ability to communicate comfortably in English.

Nice To Haves

• At least 5 years of hotel experience in a guest-facing leadership role.
• Experience leading a complex team in the California labor market.

Responsibilities

• Lead guest relations coordinators, researchers, taskmasters, hosts, concierge teams, and departmental leaders.
• Manage teams against KPIs, ensure data quality, and build institutional knowledge.
• Enable concierge staff to build relationships with key local partners.
• Use on-the-job training tools, supervise ongoing training initiatives, and conduct training when appropriate.
• Ensure employees have proper supplies and uniforms.
• Facilitate human capital needs and performance management.
• Improve service by communicating and helping employees understand guest needs.
• Ensure seamless delivery of guest services and requests.
• Take ownership of guest requests and promises.
• Manage short-term pre-arrival and in-house guest needs.
• Lead the daily guest recognition meeting and coordinate execution.
• Maximize room inventory utilization.
• Manage divisional expenses.

Benefits

• Medical, dental, and vision benefits.
• 401(k) plan via Fidelity.
• Sick time.
• Hotel benefits, including employee activities, complimentary stays through a tenured program, reduced rates, and food and beverage discounts at hotels.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed