Director of Guest Services / Luxury Resorts

Auberge Collection•Kennebunk, ME

About The Position

The Director of Guest Services at The White Barn Inn plays a vital role in elevating the guest experience by overseeing the Concierge, Front Office, and Bell & Valet teams. This leader will be responsible for ensuring every guest receives a personalized, seamless, and memorable experience from the moment they arrive to the moment they depart. A key focus of this role is managing, training, and developing a high-performing team, delivering top-tier luxury services, and ensuring the resort’s guest service standards are met consistently.

Requirements

Required of 4 years in a luxury resort/hotel environment
Proven experience in managing and developing a high-performing team, with a strong focus on customer service excellence and training.
Background in luxury service training, with knowledge of industry best practices for delivering personalized, exceptional guest experiences.
Excellent communication, leadership, and interpersonal skills with the ability to inspire and motivate a team.
Strong problem-solving skills and the ability to handle guest concerns with professionalism and discretion.
Exceptional organizational skills, with the ability to manage multiple priorities and ensure smooth operational flow.
Ability to work in a fast-paced, high-pressure environment while maintaining attention to detail and a calm demeanor.
High proficiency in guest management software and general office tools
A high school diploma or equivalent is required. A degree in Hospitality Management or a related field is preferred.
Availability to work flexible hours, including weekends and holidays.
A passion for providing extraordinary guest service and ensuring every guest has a unique, memorable stay

Responsibilities

Personalized Guest Experience:
Collaborate with the Concierge team to create bespoke experiences for guests, including curated dining, wellness activities, outdoor adventures, and local excursions.
Monitor guest feedback to continually refine and improve itinerary offerings, maintaining a high standard of excellence in personalized services.
Front Office Operations:
Lead the Front Office team, ensuring smooth check-in and check-out processes while delivering exceptional, personalized service to each guest.
Monitor guest arrivals, departures, and any special requests to ensure prompt and seamless coordination with all departments.
Develop and implement front desk procedures, training the team to anticipate guest needs and handle guest inquiries, complaints, and requests efficiently and courteously.
Work closely with the housekeeping and maintenance departments to address any guest concerns regarding room readiness, amenities, or facility upkeep.
Bell & Valet Team Management:
Supervise the Bell and Valet teams to ensure prompt, courteous service, offering assistance with luggage, transportation, and guest needs.
Develop and enforce standard operating procedures for Bell and Valet staff, ensuring efficiency and high standards in guest interactions.
Maintain a strong knowledge of local transportation options, airport transfers, and events, ensuring guests’ travel needs are met seamlessly.
Staff Leadership, Training, and Development:
Lead, train, and mentor the Guest Services team, including Front Office, Bell, Valet, and Concierge team ensuring they maintain a consistent, luxury service approach.
Create and deliver ongoing training programs focusing on luxury service standards, guest engagement, and hospitality best practices.
Foster a positive, collaborative, and results-driven team culture that upholds the values of The White Barn Inn: warmth, excellence, and respect for nature.
Conduct regular performance reviews, set development goals, and encourage continuous improvement within the team.
Guest Relations & Problem Resolution:
Serve as the primary point of contact for guest concerns, ensuring swift and effective resolution to any issues or complaints.
Anticipate guest needs and proactively address concerns, creating positive, lasting impressions that drive loyalty and return visits.
Maintain a guest feedback system, tracking responses, identifying areas of improvement, and implementing strategies to continually elevate the guest experience.
Collaboration & Cross-Departmental Coordination:
Work closely with the Food & Beverage, Housekeeping, Spa, and Experiences teams to ensure cohesive, seamless service across all touchpoints of the guest experience.
Act as the liaison between departments, ensuring clear communication, efficiency, and an overall seamless experience for guests.
Participate in strategic planning meetings to align guest services operations with the resort's overall objectives.
Luxury Services and VIP Management:
Ensure a high standard of luxury service for Notable Guests and high-profile guests, creating bespoke experiences to meet their unique needs and preferences.
Collaborate with the Executive Team to identify and implement luxury enhancements to the guest experience, further distinguishing The White Barn Inn as a top-tier destination.
Serve as a key member of the Executive Team, contributing to strategic decision-making, driving operational excellence, and helping shape the overall direction and success of the organization.