A Bay Area family is seeking a highly experienced and accomplished Director, Personal Services. This individual will be responsible for overseeing all aspects of the family’s personal services and hospitality, and their families and guests' experiences for multiple US mainland properties (and other locations as needed). The successful candidate must have previous experience either managing or overseeing hospitality services in very fine homes or hotels and will have experience managing multiple properties and staff. This individual will have oversight or key coordination for all areas of hospitality, entertainment, family and guest protocols, housekeeping, special events, household expenditures, other personal requirements, and establishing top-tier service levels. The ideal candidate will work closely with the Director of Facilities, Director, Food and Beverage, Personal Household Assistants, Property Coordinator and the family office team to ensure seamless collaboration to effectively and efficiently deliver on the family’s requests and the smooth operations of their daily lives. 

This position requires a high level of organization, multi-tasking, determination, and collaboration. Must have a keen eye for detail and be very perceptive. The Director, Personal Services must be reliable and able to work flexible hours (both evenings and weekends) and must respect privacy; understanding the need for confidentiality in all areas of work. The successful individual will always use initiative, independent judgment, tact, and diplomacy with sensitive, complex, and highly confidential business. 

RESPONSIBILITIES & DUTIES 

Personal Support Responsibilities:

• Oversee the family’s wardrobe and ensure garments are kept in excellent condition with collaboration with the direct team Liaise and direct stylists as required 
• Manage and coordinate with personal vendors
• Track and manages ski passes, membership numbers, guest codes, etc. in coordination with Security and direct team 
• Manage the family’s documents, for example, passports, driver's license, vaccine cards, etc. 
• Oversee all health & wellness personal services to ensure exceptional service delivery 
• Oversee all gifting activities including inventory of gifts received as well as researching unique gifts, purchasing, wrapping, and sending gifts 

• Review monthly birthday gifting log and coordinate to send out gifts 

• Collaborate with the Director of Facilities to ensure easy family transitions between residences 
• Partner with the family’s executive scheduling team to manage and maintain complex personal/social/work calendars, which require detailed scheduling and coordination with the executive teams to properly track and reflect all pertinent information 
• Attend regular meetings with operational leaders to review pending projects and family requests 
• Ability to foster collaborative relationships inside and outside the organization with varying personalities 
• Communicate clearly and consistently with all property staff and all off-site partners
• Professionally represent and interface with family friends, business contacts, family, doctors, stylists, and other important personal advisors 
• Manage and track expenses/bills, credit card reconciling, staff expenditure approvals, and coordinate with finance partners to properly report expenditures 
• Perform light financial analysis along with the Director of Finance as requested 
• Review contracts pertinent to the family and liaise with other departments 
• Drive development and maintenance of quality control checks for personal services operations, travel, etc., and conduct annual reviews & updates 
• Oversee general administrative processes for personal services related activities 

Hospitality & Staff Management

• Ensure the highest level of service is consistently delivered to the family and their guests 
• Keep the family informed of current operations and project progress, including periodic reports and updates on family, guest, and hospitality-related items
• Cultivate a proactive culture of planning across household and property teams in order to improve Family experience, productivity, and preparedness 
• Manage the Manager, Hospitality, Personal Household Assistants and Property Coordinator
• Collaborate with Manager, Hospitality to ensure they are looped in on the family’s travels and requests. Provide insight to them to ensure they are on top of planning and organizing items based on the family’s requests 
• Promote and ensure staff respect for owner privacy and confidentiality in all matters 

Organizational & Operational Communication 

• Oversee purchasing and inventory decision making for all property operations/events with team 
• Oversee art transactions and coordinate with specialists to transport and install valuable art pieces 
• Impeccable delivery of all services and system operations by participating in and encouraging cross-group collaboration. Maximize the efficiency of operations across all properties and teams by encouraging exceptional team communication, information sharing, and collaboration 
• Ensure the smooth flow of information for all personnel to perform jobs effectively and provide recommendations to promote enhanced service to the family, their families, and guests
• Develop and oversee the preparation of standardized procedures, quality assurance checks, and training programs for new staff 
• Mentor and provide resources to staff and encourage ongoing professional development, including formal ongoing education and skills enhancement roadmaps.
• Priority & Staff Scheduling - Work with staff members to set priorities for their specific positions (daily, weekly, monthly, quarterly, annual, and seasonal duties) and coordinate schedule and time-off requests
• Other duties as assigned 

QUALIFICATIONS 

• A bachelor's degree or a minimum of ten plus years of relevant experience or equivalent combination of education and experience managing service delivery within a high-service, action-oriented private household with high accountability levels 
• Adept in all areas of personal service, residential property and home management, hospitality 
• Experience coordinating with diverse service teams, including personal service assistants, housekeepers, chefs, and other staff/vendors as may be required. 
• Experience in maintaining a private employer's confidentiality, safety, security, and privacy 
• 5-star, Luxury Hospitality, white glove service background is a must 
• Prior experience working with a private family is preferred
• Must have the flexibility to travel nationally and internationally as required; travel is required approximately 80% of the time 
• Able to build rapport and credibility quickly with Principals, guests, staff, advisors, and vendors 
• Exhibit self and situational awareness, remain accessible but not intrusive 
• Knows how to “read a room” and possesses an exceptionally keen eye for picking up on details and preferences
• Must have understanding and experience with complex hospitality, event, and entertaining requirements 
• Takes ownership of their work, and is self-directed 
• High emotional intelligence, resourceful, and proactive 
• Superb written and oral communication skills 
• Tech-savvy with complete comfort using both Mac and PC computers for internet searching, emailing, operation of various apps, calendaring programs, etc. 
• Google suite experience is a must and familiarity with various project management/messaging tools is preferred 
• A true team player with a focus on collaboration and shared success