Director of Guest Services

Red Tail Acquisitions•Freedom, NH

4d•$0 - $65,000•Onsite

About The Position

Highway West Vacations is seeking an experienced, energetic hospitality leader to serve as Director of Guest Services, providing leadership and oversight across Purity Spring Resort, Danforth Bay Camping & RV Resort, and King Pine Ski Area. This is a unique opportunity to lead Guest Services across three distinct New Hampshire hospitality operations, each with its own guest profile, seasonal rhythm, systems, and operating environment. The Director of Guest Services will establish consistent, high-quality guest-service standards while preserving the individual character of each property. We are looking for a hands-on leader who enjoys being part of the operation, not someone who wants to lead exclusively from an office. The right candidate will be comfortable developing teams, improving systems and processes, analyzing operations, solving problems, and stepping in when needed during busy periods. The Director of Guest Services will work closely with property and department leaders to align Guest Services with operational priorities, staffing needs, revenue goals, and the overall guest experience.

Requirements

4-5 years of progressive leadership experience in hospitality, resort, hotel, campground, ski-area, recreation, or related guest-service operations.
Demonstrated experience leading, coaching, and developing teams.
Strong knowledge of hospitality operations and guest-service principles.
Experience with reservation, PMS, POS, ticketing, or similar operational systems, with the ability to quickly learn new technology.
Excellent communication, interpersonal, and conflict-resolution skills.
Strong organizational and problem-solving abilities with the ability to manage competing priorities across multiple properties.
Experience creating procedures, training programs, and operational standards.
Strong attention to detail and follow-through.
Ability to analyze reports and use information to improve operations.
A hands-on leadership style and willingness to be visible and engaged in daily operations.
Flexibility to work weekends, holidays, and peak operational periods as needed.
Proficiency with Microsoft Word, Excel, PowerPoint, and common business technology.
Ability to write reports, interpret operational data, and communicate findings effectively.
Ability to learn and manage multiple technology platforms.
Flexible schedule availability, including evenings, weekends, holidays, and peak operating periods.
Ability to remain active and visible in operational environments and work on one's feet for extended periods.
Ability to lift up to 20 pounds.

Nice To Haves

Multi-property hospitality leadership.
Resort or destination hospitality.
Campground or outdoor hospitality.
Ski-area or mountain-resort operations.
Seasonal workforce management.
Experience with Opera, RMS, Paradox, Toast, or similar hospitality platforms.
Experience developing SOPs and structured employee training programs.
Experience with labor planning, scheduling, and operational reporting.
Associate's degree in hospitality, business, tourism, or a related field preferred; equivalent professional experience may be considered.
Bachelor's degree in Hospitality, Hotel, Tourism, Business Management, or a related field preferred.

Responsibilities

Provide leadership and oversight for Guest Services across all three properties.
Establish and maintain high standards for hospitality, professionalism, and guest service.
Ensure guests receive friendly, knowledgeable, accurate, and timely assistance.
Monitor guest feedback, surveys, online reviews, and recurring service concerns.
Manage escalated guest situations and establish effective service-recovery practices.
Identify opportunities to improve the guest journey from reservation through departure.
Develop consistent guest-service standards while maintaining the unique character of each property.
Lead, coach, and develop Guest Services supervisors, leads, and frontline employees.
Establish clear expectations, performance standards, and accountability.
Participate in recruiting, interviewing, hiring, onboarding, and retention.
Develop staffing plans based on occupancy, visitation, events, holidays, and seasonal business levels.
Oversee scheduling and labor management.
Develop future supervisors and leaders from within the Guest Services team.
Maintain a regular and visible presence across all three properties.
Build a culture focused on teamwork, accountability, hospitality, and continuous improvement.
Partner with property and department leaders to resolve operational issues affecting the guest experience.
Coordinate operational planning for holidays, events, peak periods, and seasonal transitions.
Collaborate with Housekeeping, Maintenance, Activities, Food & Beverage, Ski Operations, Snowsports, Rentals, Marketing, Revenue Management, and other departments.
Communicate Guest Services priorities, challenges, and opportunities to leadership.
Share best practices across properties where appropriate.
Develop, implement, and maintain Guest Services SOPs across all properties.
Create comprehensive onboarding and training programs.
Maintain training materials, checklists, reference guides, and operational resources.
Provide ongoing customer-service, leadership, and systems training.
Cross-train employees where appropriate.
Regularly evaluate procedures and identify opportunities to improve efficiency, consistency, and the guest experience.
Develop a strong working knowledge of reservation, property-management, POS, ticketing, telephone, and guest-communication systems.
Train and support employees in the use of applicable systems.
Manage user access and ensure appropriate permissions are maintained.
Troubleshoot operational issues and coordinate with internal or external technical support.
Ensure rates, packages, policies, products, and guest information are accurately represented in applicable systems.
Use system reporting and operational data to evaluate performance and support decision-making.
Identify opportunities to streamline processes and improve the guest experience through technology.
Assist with system implementations, upgrades, testing, and seasonal setup.
Maintain documentation of system procedures and best practices.
Ensure reservation policies, rates, packages, restrictions, and promotions are communicated and entered accurately.
Monitor reservation procedures and identify opportunities for improvement.
Ensure appropriate procedures are followed for payments, deposits, refunds, credits, gift cards/certificates, and adjustments.
Review occupancy, visitation, booking patterns, and other relevant reports.
Communicate guest feedback, trends, and operational insights to leadership and Revenue Management.
Collaborate with Marketing and Revenue Management to ensure promotions and packages are operationally successful.
Oversee lodging Guest Services and front-desk operations, including reservations, check-in/check-out, guest communication, service recovery, and coordination with Housekeeping, Maintenance, Food & Beverage, Activities, Groups, and other resort departments.
Oversee campground reservation, registration, and guest-service operations. Support seasonal and transient guest relations and coordinate closely with Activities, Park Rangers, Maintenance, Housekeeping, and other campground operations.
Lead winter Guest Services operations, including staffing and training, ticketing and season-pass processes, guest information, and coordination with Ski Operations, Snowsports, Rentals, Food & Beverage, and other mountain departments.