Director of Guest Services

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Full Time Management Danforth Bay, Freedom, NH, US

10 days ago Requisition

Salary: $65,000.00 Annually

Director of Guest Services

Company:
Highway West Vacations

Properties:
Purity Spring Resort | Danforth Bay Camping & RV Resort | King Pine Ski Area

Location:

Madison/Freedom, New Hampshire

Job Type:
Full-Time, Year-Round

Status:
Exempt

We offer a competitive compensation and benefits package, including company-paid employee-only health insurance, vacation and sick time, company-paid holidays, life insurance, and employee discounts.

About the Role

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.

Key Responsibilities

Lead the Guest Experience

• 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 and Develop the Team

• 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, Snow sports, Rentals, Marketing, Revenue Management, and other departments.
• Communicate Guest Services priorities, challenges, and opportunities to leadership.
• Share best practices across properties where appropriate.

Training and Standard Operating Procedures

• 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.

Systems and Technology

• A strong comfort level with technology and hospitality systems is essential. The Director will oversee and support multiple platforms serving lodging, campground, ski-area, retail, and guest-service operations.

Responsibilities include:

• 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…