Director of Guest Services

HSH•New York, NY

6d•Onsite

About The Position

The Director of Guest Services is responsible for delivering exceptional, personalized service that reflects the standards of a luxury 5-star hotel. This role ensures every guest's interaction is seamless, memorable, and exceeds expectations. The ideal candidate is passionate about hospitality, highly detail-oriented, and skilled in anticipating guest needs while fostering a culture of excellence among team members.

Requirements

3 years’ experience in a Front Office supervisory/management position in a luxury hotel.
Degree in Hospitality or Hotel Management.
Ability to communicate well with all levels of management, staff, and guests.
Self-starter; creative; independent, but team-oriented; presentation, and problem-solving skills; analytical.
Socially adept; detailed-oriented and organized; goals and results-oriented; articulate.
Mentor, innovator, and energetic.
Must have work authorization in the United States.

Responsibilities

Curate and oversee all aspects of the guest journey, from pre-arrival to post-departure, ensuring a flawless and personalized experience.
Act as the primary point of contact for VIP guests, high-profile clientele, and special requests.
Lead, mentor, and inspire the Guest Services, Front Office, and Concierge teams to uphold 5-star service standards.
Proactively resolve guest concerns with professionalism, urgency, and discretion.
Collaborate with Housekeeping, Food & Beverage, and other departments to ensure seamless service delivery.
Monitor guest feedback across platforms (e.g., surveys, online reviews) and implement continuous improvement strategies.
Develop and execute guest recognition programs, amenities, and personalized touches.
Maintain strong knowledge of NYC attractions, events, dining, and cultural experiences to enhance guest recommendations.
Ensure compliance with brand standards, Forbes Travel Guide standards, and luxury hospitality best practices.
Manage daily operations, staffing levels, and service quality within the Guest Experience division.