Director of Guest Services

Multi-Property Role | 91 Total Rooms | Comprehensive Bonus Structure

The Director of Guest Services is a senior leadership role overseeing the daily operations of the Guest Services departments across two award-winning luxury boutique hotels: The Spectator Hotel and French Quarter Inn.

This is a high-impact, multi-property position requiring strong leadership, operational excellence, and a guest-first mindset. The role reports directly to the General Manager.

• Operational Leadership & Strategy
• Oversee all Guest Services operations across both properties
• Develop and implement strategies to reduce costs while maintaining Forbes/AAA-level luxury standards
• Create and refine operational processes to improve efficiency, consistency, and guest experience
• Monitor quality standards and implement corrective action where needed
• Analyze guest feedback across all channels and drive service improvements

Guest Experience & Brand Standards

• Ensure consistent delivery of exceptional, personalized guest service
• Serve as a visible ambassador of both properties and the brand in the community
• Handle escalated guest concerns with professionalism and urgency
• Promote a culture of genuine hospitality and service excellence

Team Leadership & Development

• Recruit, hire, train, and mentor Guest Services staff
• Conduct ongoing training in service standards, revenue optimization, and operational procedures
• Lead regular staff meetings and performance coaching
• Foster a positive, accountable, and collaborative work environment
• Participate in Manager on Duty (MOD) rotation

• Serve as subject matter expert in PMS systems (RoomKey) and OTA platforms
• Resolve booking discrepancies, payment issues, and channel management concerns
• Oversee daily financial inputs, GL accuracy, and front office accounting functions
• Manage cash handling, petty cash, payroll oversight, and end-of-month processes
• Support budgeting, forecasting, and expense control initiatives
• Coordinate with Accounting and Corporate leadership on financial reporting

Reporting & Compliance

• Prepare weekly, monthly, quarterly, and annual operational reports
• Ensure adherence to SOPs, LSOPs, safety policies, and disciplinary procedures
• Maintain accurate recordkeeping systems (digital and physical)
• Protect company assets and ensure compliance with all policies

• 5 years of progressive leadership experience in hotel operations (AGM, Rooms Division, Front Office, Housekeeping, or Guest Services leadership)
• Strong organizational, time management, and multitasking abilities
• Excellent written and verbal communication skills
• Proficiency in MS Office and ability to quickly learn hotel systems
• Experience with PMS/OTA systems (RoomKey, M3, TravelClick, ProfitSword, Heartland preferred)
• Familiarity with Forbes, AAA, and/or Relais & Châteaux service standards preferred
• Ability to work a flexible schedule including nights, weekends, and holidays
• Ability to lift/move up to 50 lbs when required
• Strong leadership presence, accountability, and professionalism

Core Competencies

• Luxury guest service excellence

• Operational discipline and efficiency
• Financial and analytical acumen
• Leadership and team development
• Problem-solving and decision-making under pressure
• High integrity and accountability
• Additional Expectations
• Maintain professional appearance and conduct at all times
• Build strong interdepartmental relationships
• Proactively identify opportunities for service and operational improvement
• Lead with consistency, fairness, and transparency
• Champion a culture of excellence across both properties

This is a 50 hour per week leadership role in a high-performance luxury environment where standards are non-negotiable and excellence is the baseline.

In return, you’ll lead at a level where your decisions directly shape guest experience, team culture, and brand reputation every day.