Director Guest Services

Overview

The Director of Guest Services plays a critical leadership role in ensuring an exceptional guest experience that fosters satisfaction, loyalty, and repeat business. This position oversees all aspects of the Guest Services operation, including but not limited to reservations, front office operations, planning, budgeting, staffing, payroll, and service delivery
, in accordance with hotel policies and procedures.

The Director of Guest Services works collaboratively with all departments across the hotel to ensure seamless operations and optimal guest satisfaction. This role also contributes significantly to maximizing revenue and operational performance. The Director of Guest Services reports to the Director of Operations and directly oversees Guest Services Managers, the Overnight Manager, Assistant Overnight Manager, Supervisors, and multiple hourly team members
.

The hotel operates 24 hours a day, 7 days a week, including holidays. While the company strives to support work‑life balance, all exempt team members may be required to work extended shifts, flexible schedules, and additional days based on business needs.

• Working more than eight (8) hours per day and/or more than five (5) consecutive days may be required as an essential function of this exempt role
• Availability to work mornings, evenings, weekends, and holidays as business demands require
• Due to the cyclical nature of hospitality, flexibility is essential
• Participation in “all‑hands” events may be required
• Travel may be required on occasion and may include overnight stays
• Exempt team members are expected to responsibly manage and schedule their time off in coordination with operational needs

• Serve as a key liaison between Sales, Housekeeping, Engineering
  , and operational teams including Guest Services, Reservations, Concierge, Bell & Door, and Retail/Gift Shop
• Manage the department’s profit and loss (P&L) and report on financial performance
• Ensure accurate, timely, and effective communication across all levels of the department
• Recruit, hire, train, and schedule staffing levels appropriate to business needs
• Lead regularly scheduled department meetings to share updates, reinforce service standards, and promote a strong team culture
• Oversee room inventory management to maintain availability integrity while maximizing occupancy, revenue, and profitability
• Ensure accurate inventory management within Opera, PMS systems, and internal platforms in alignment with rate and occupancy strategies
• Participate in Revenue Management
  , including recommending and implementing yield strategies on an ongoing basis
• Plan and organize departmental operations on a weekly and monthly basis
• Establish, monitor, and continuously improve department quality and service standards
• Identify and resolve operational, staffing, or process challenges
• Anticipate future business needs and plan staffing and operational strategies accordingly
• Identify areas for improvement, delegate project assignments, and ensure timely completion
• Identify training opportunities and coordinate departmental development initiatives
• Provide daily, weekly, and monthly support to Managers and Supervisors
• Conduct one‑on‑one meetings with managers and team members as appropriate
• Attend operational meetings and ensure key information is effectively shared with relevant teams
• Communicate performance expectations and business priorities clearly and consistently
• Maintain high visibility with guests and proactively assist with service recovery
• Remain knowledgeable of upcoming business, events, and Seaport District activities
• Provide progressive leadership and challenge the status quo to drive continuous improvement
• Represent the hotel with professionalism, appropriate demeanor, and attire
• Support and follow Seaport sustainability guidelines and initiatives
• Promote and model the organization’s Mission, Purpose, and Values as an integral part of daily operations
• Perform additional duties or special projects as assigned, consistent with the scope of the role

• Exceptional guest service and hospitality leadership skills
• Strong interpersonal,…