Director of Guest Services

Key Responsibilities

• Develop and implement guest service policies and procedures that align with the resort's overall mission and values.
• Lead and manage team members’ functions, including coaching, counseling recognition and performance.
• Provide specific direction and expectations to the management team.
• Be a visible leader in the operation, taking time to review operations and interact with guests and team members.
• Manage staffing and training in conjunction with human resources, including hiring and training.
• Ensure guest service standards are upheld and monitor metrics, trends, and feedback.
• Develop and manage budgets for the guest service department, ensuring that all expenses are within approved limits.
• Develop and adhere to the annual budget, including labor and expenses.
• Develop and maintain collaborative relationships with other department leaders and peers to ensure a seamless guest experience.
• Develop and implement strategies to enhance the guest experience, including VIP services, special packages, and other amenities.
• Ensure that guest complaints and concerns are addressed promptly and resolved to the guest's satisfaction.
• Oversee and reply to guest feedback through our Guest Satisfaction platform, Revinate. Ensure surveys and reviews are replied to promptly and accurately.
• Monitor and evaluate guest feedback and satisfaction metrics, and implement changes as needed.
• Provide excellent customer service to guests, answering questions, addressing concerns, and providing assistance as needed.
• Ensure compliance with all relevant regulations and policies, including health and safety regulations, and privacy policies.
• Ensure operations run efficiently daily while managing long term project planning.
• Stay up to date on guest services in the resort industry for benchmarking and new ideas.
• Perform other duties as assigned.

• College degree in Hospitality Management and/or equivalent work experience
• 5+ years of experience in luxury resort and/or hotel in guest service operations
• 3-5+ years of guest service operations management experience
• Strong financial management skills, able to read and understand financials and budgets
• Knowledge of resort property management systems
• Proficient in standard computer programs including Google Sheet, Google Docs, PMS systems.
• AI proficiency in Claude and Gemini preferred
• Excellent communication and interpersonal skills; ability to interact with a wide range of people
• Outstanding organizational and problem-solving skills
• Ability to create an inclusive environment with your team, one built on caring, trust, integrity and gratitude
• Self-starter that can work independently with minimal supervision
• Ability to multi-task in a fast-paced environment
• Inspired to always lead Evermore brand and team member values
• Capable of working scheduled hours, including weekdays, weekends, days, nights, and holidays
• Capable of performing role in a busy work environment
• Demonstrated ability to develop and implement policies and procedures that enhance guest experience and satisfaction
• Proficient in reading safety procedures and operating guidelines/instructions in English
• Knowledge of relevant regulations and policies related to guest services and hospitality management
• Must have a valid driver’s license with an acceptable driving record

• Able to safely lift, pull and push up to 50 pounds
• Ability to see, hear, smell, and use manual dexterity for all equipment
• Able to stand, stoop, kneel, bend, and reach extended periods of time
• Able to be on your feet and walk long distances
• Able to work 8-10 hours shifts
• Subject to environmental conditions, work activities can occur inside and outside.

• Competitive pay
• FREE Life Insurance, FREE Short-Term Disability, FREE Long-Term Disability
• Affordable health benefits, including Medical, Dental, and Vision coverage for dependents
• 401K with employer match
• Robust paid time off policy
• Parental and grandparent leave
• Family and pet bereavement leave
• Unique policies in support of team and significant relationships

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.