Director Guest Services

CoralTree Hospitality•Boston, MA

About The Position

The Director of Guest Services plays a critical leadership role in ensuring an exceptional guest experience that fosters satisfaction, loyalty, and repeat business. This position oversees all aspects of the Guest Services operation, including but not limited to reservations, front office operations, planning, budgeting, staffing, payroll, and service delivery , in accordance with hotel policies and procedures. The Director of Guest Services works collaboratively with all departments across the hotel to ensure seamless operations and optimal guest satisfaction. This role also contributes significantly to maximizing revenue and operational performance. The Director of Guest Services reports to the Director of Operations and directly oversees Guest Services Managers, the Overnight Manager, Assistant Overnight Manager, Supervisors, and multiple hourly team members . Schedule Requirements The hotel operates 24 hours a day, 7 days a week, including holidays. While the company strives to support work‑life balance, all exempt team members may be required to work extended shifts, flexible schedules, and additional days based on business needs. Working more than eight (8) hours per day and/or more than five (5) consecutive days may be required as an essential function of this exempt role Availability to work mornings, evenings, weekends, and holidays as business demands require Due to the cyclical nature of hospitality, flexibility is essential Participation in “all‑hands” events may be required Travel may be required on occasion and may include overnight stays Exempt team members are expected to responsibly manage and schedule their time off in coordination with operational needs

Requirements

Exceptional guest service and hospitality leadership skills
Strong interpersonal, relationship‑building, and communication abilities
Passion for developing, mentoring, and retaining high‑performing teams
Proven ability to achieve financial, operational, and service excellence
Experience managing departments with high guest interaction and operational detail
Strong attention to detail and quality improvement processes
Excellent written and verbal communication skills
Proficiency in hotel systems, including Opera , Delphi , and Microsoft Office applications
Demonstrated leadership and managerial skills
Skilled in interviewing, training, and scheduling staff across multiple shifts
Experience with budgeting, forecasting, and performance management
Ability to work independently, exercise sound judgment, and make informed decisions
Strong multitasking, organizational, and time‑management skills
Ability to work effectively under pressure in a fast‑paced environment
Positive, solutions‑oriented mindset
Strong collaboration and team leadership capabilities
Excellent grooming and professional presentation standards
Creative thinker able to align operational strategies with business objectives
Minimum 5 years of management experience
Previous Front Office and/or Reservations management experience , preferably within an Upscale or Luxury hotel environment
Strong customer service and comprehensive computer system experience
Prior experience with property and hotel management systems
High School diploma or GED required
Fluency in English (spoken and written)
Ability to read, understand, and compose instructions, memos, schedules, and short correspondence
Ability to communicate clearly and professionally with guests, team members, and leadership in a fast‑paced environment
Ability to occasionally lift, carry, push, or pull up to 20–30 pounds (e.g., supplies, small equipment, signage, or boxed materials).
Ability to stand and walk for extended periods of time while overseeing operations, conducting inspections, attending meetings, and engaging with guests.
Ability to bend, stoop, kneel, crouch, reach, and climb stairs as required throughout front‑of‑house areas, back‑of‑house spaces, offices, and event locations.
Frequent use of hands and fingers for operating computers, hotel systems, phones, and handling paperwork or service‑related materials.
Ability to see, hear, and communicate effectively to monitor service standards, respond to guest needs, and interact with team members in a fast‑paced environment.
Ability to work extended hours, consecutive days, and a flexible schedule including mornings, evenings, weekends, and holidays, as business demands require.

Nice To Haves

Experience in Upscale and/or Luxury hotel guest service environments preferred
Bachelor’s degree in Hospitality Management, Business, or a related field preferred, or equivalent combination of education and experience

Responsibilities

Serve as a key liaison between Sales, Housekeeping, Engineering , and operational teams including Guest Services, Reservations, Concierge, Bell & Door, and Retail/Gift Shop
Manage the department’s profit and loss (P&L) and report on financial performance
Ensure accurate, timely, and effective communication across all levels of the department
Recruit, hire, train, and schedule staffing levels appropriate to business needs
Lead regularly scheduled department meetings to share updates, reinforce service standards, and promote a strong team culture
Oversee room inventory management to maintain availability integrity while maximizing occupancy, revenue, and profitability
Ensure accurate inventory management within Opera, PMS systems, and internal platforms in alignment with rate and occupancy strategies
Participate in Revenue Management , including recommending and implementing yield strategies on an ongoing basis
Plan and organize departmental operations on a weekly and monthly basis
Establish, monitor, and continuously improve department quality and service standards
Identify and resolve operational, staffing, or process challenges
Anticipate future business needs and plan staffing and operational strategies accordingly
Identify areas for improvement, delegate project assignments, and ensure timely completion
Identify training opportunities and coordinate departmental development initiatives
Provide daily, weekly, and monthly support to Managers and Supervisors
Conduct one‑on‑one meetings with managers and team members as appropriate
Attend operational meetings and ensure key information is effectively shared with relevant teams
Communicate performance expectations and business priorities clearly and consistently
Maintain high visibility with guests and proactively assist with service recovery
Remain knowledgeable of upcoming business, events, and Seaport District activities
Provide progressive leadership and challenge the status quo to drive continuous improvement
Represent the hotel with professionalism, appropriate demeanor, and attire
Support and follow Seaport sustainability guidelines and initiatives
Promote and model the organization’s Mission, Purpose, and Values as an integral part of daily operations
Perform additional duties or special projects as assigned, consistent with the scope of the role