Guest Services Director

Pyramid Global Hospitality•Boston, MA

1d•Onsite

About The Position

In 2027, this property will undergo a full-scale transformation into a lifestyle brand Tapestry by Hilton Hotel. This role is for a hospitality visionary who will architect the guest experience for this reinvented hotel. The Director of Guest Services will be the creative and operational force behind this transformation, designing the service culture, building the team, setting standards, and creating memorable guest experiences. The role involves overseeing front office operations, managing departmental budgets, leading the implementation of new brand standards and technology, and identifying ancillary revenue streams. The Director will also be responsible for recruiting, training, and developing a team that embodies the brand's values and collaborating with other departments to ensure a seamless guest experience.

Requirements

3 to 5 years of progressive Front Office or Guest Services management experience in a full-service hotel environment.
2+ years in a supervisory or director-level role overseeing multiple team members and operational functions.
Demonstrated success in driving guest satisfaction results.
Demonstrated success in leading teams through periods of change, rebranding, or brand transitions.
Strong financial acumen with experience managing departmental budgets, labor optimization, and P&L accountability.
Excellent communication, problem-solving, and conflict resolution skills.
Proficiency with property management systems (PMS) and hospitality technology platforms.
Flexibility to work varied schedules, including weekends, holidays, and evenings as operational needs require.

Nice To Haves

Experience in a lifestyle, boutique, or design-forward hotel environment.
A track record of leading or participating in a brand transformation, property repositioning, or lifestyle brand launch.
Bachelor's degree in Hospitality Management, Business Administration, or a related field (equivalent hands-on experience valued equally).
Familiarity with current hospitality technology trends: mobile check-in, AI-driven guest engagement, digital concierge tools, smart room technology, and social media as a service extension.
A genuine passion for design, culture, community, and the art of hospitality.
Bilingual or multilingual proficiency.

Responsibilities

Lead and inspire the guest experience, owning the full guest journey from pre-arrival to post-checkout.
Reimagine the lobby and front-of-house experience as a social, community-focused space.
Build and lead a high-performing Front Office, Concierge, and Bell Services team.
Champion a service philosophy of approachable luxury, anticipatory care, and genuine warmth.
Drive guest satisfaction scores and implement improvements based on feedback.
Create signature 'wow' moments that enhance the guest memory and drive positive reviews.
Position the property as a destination, not just a place to sleep.
Oversee daily Front Office operations, including check-in/check-out, reservations, guest inquiries, and night audit.
Manage departmental budgets, labor costs, and P&L performance.
Lead the implementation of new brand standards, technology systems, and guest-facing protocols for the lifestyle brand transition.
Leverage technology to enhance the human experience, such as mobile check-in and digital concierge tools.
Ensure compliance with all hotel, company, and brand-specific policies and safety standards.
Identify and develop ancillary revenue streams, curated local experiences, and premium upsells.
Recruit, hire, and retain talent that reflects diversity, creativity, and cultural intelligence.
Design and deliver training programs focused on technical skills, emotional intelligence, and guest engagement.
Foster a team culture rooted in ownership, pride, and creative freedom.
Conduct performance evaluations, provide coaching, and build career pathways for team members.
Collaborate cross-functionally with Housekeeping, F&B, Sales, Marketing, and Engineering for a seamless guest experience.