Guest Services Director

Pyramid Global Hospitality•Boston, MA

18h•Onsite

About The Position

This role is for a visionary hospitality leader who will architect the guest experience transformation for the Wyndham Boston Beacon Hill as it undergoes a full-scale transformation into a lifestyle brand, Tapestry by Hilton Hotel, in 2027. The position requires leading and inspiring the guest experience, reimagining the lobby and front-of-house as a social space, building and leading a high-performing Front Office, Concierge, and Bell Services team, and championing a service philosophy inspired by the best lifestyle and boutique brands. The Director will drive guest satisfaction scores, create signature 'wow' moments, and position the property as a destination. Operational excellence with a lifestyle edge includes overseeing daily Front Office operations, managing departmental budgets, implementing new brand standards and technology, identifying ancillary revenue streams, and ensuring compliance with all policies and standards. The role also involves building and developing a team that embodies the brand through recruitment, training, and fostering a culture of ownership and creative freedom, while collaborating cross-functionally with other hotel departments.

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 and 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 where guest experience is THE differentiator.
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 is a plus.

Responsibilities

Lead and Inspire the Guest Experience: Own the full guest journey, from pre-arrival communication through checkout and beyond, ensuring every touchpoint reflects warmth, intentionality, and the energy of a lifestyle brand.
Reimagine the lobby and front-of-house experience as a living, social space, not a transactional checkpoint.
Build and lead a high-performing Front Office, Concierge, and Bell Services team that delivers service with personality, cultural awareness, and genuine human connection.
Champion a service philosophy inspired by the best lifestyle and boutique brands: approachable luxury, anticipatory care, and the kind of warmth that cannot be faked.
Drive guest satisfaction scores and convert feedback into bold, actionable improvements that push the experience forward.
Create signature 'wow' moments, the kind that end up on social media, in travel reviews, and in guests' memories for years.
Position this property as a destination, not just a place to sleep.
Oversee all daily Front Office operations, check-in/check-out, reservations, room assignments, guest inquiries, VIP protocols, 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 as we transition to our lifestyle brand identity.
Leverage technology to elevate, not replace, the human experience: mobile check-in, AI-driven personalization, digital concierge tools, and smart room integrations.
Ensure full compliance with all hotel, Pyramid Global Hospitality, and brand-specific policies, safety standards, and quality benchmarks.
Identify and develop ancillary revenue streams, curated local experiences, premium upsells, event programming, that align with a lifestyle positioning and drive revenue beyond room nights.
Recruit, hire, and retain talent that reflects the diversity, creativity, energy, and cultural intelligence of the lifestyle hospitality world.
Design and deliver training programs that go beyond technical skills, teach your people to read a room, tell a story, make a connection, and curate an experience.
Foster a team culture rooted in ownership, pride, and creative freedom.
Conduct meaningful performance evaluations, provide real coaching, and build career pathways that make people want to grow with us, not leave.
Collaborate cross-functionally with Housekeeping, F&B, Sales, Marketing, and Engineering to deliver a seamless, integrated experience that feels effortless to the guest and intentional behind the scenes.