What are the responsibilities and job description for the Director of Guest Services position at Mirbeau Inn & Spa Pinehills?
Company Description Mirbeau Inn & Spa Pinehills is a luxury hospitality and spa destination located at 35 Landmark Drive in Plymouth, Massachusetts. The property offers an upscale inn, full-service spa, and dining experiences designed to provide a relaxing and refined getaway for guests. Team members join a service-focused environment that emphasizes personalized attention, comfort, and well-being. The company values professionalism, collaboration, and a commitment to high standards of guest care, creating opportunities for growth in hospitality and spa management.
Role Description The Director of Guest Services is a full-time, on-site role located in Plymouth, MA, responsible for overseeing all front-of-house guest service operations. This position manages the guest services team, including front desk, reservations, and concierge functions, ensuring a seamless and welcoming experience from arrival through departure. Daily responsibilities include supervising staff schedules, monitoring service standards, handling escalated guest concerns, and coordinating with housekeeping, spa, and food and beverage teams. The Director of Guest Services analyzes guest feedback, implements service improvements, and maintains procedures that support high levels of guest satisfaction. This role also contributes to budgeting and forecasting for guest services, supports training and development of team members, and maintains compliance with company policies and safety standards.
Qualifications
Role Description The Director of Guest Services is a full-time, on-site role located in Plymouth, MA, responsible for overseeing all front-of-house guest service operations. This position manages the guest services team, including front desk, reservations, and concierge functions, ensuring a seamless and welcoming experience from arrival through departure. Daily responsibilities include supervising staff schedules, monitoring service standards, handling escalated guest concerns, and coordinating with housekeeping, spa, and food and beverage teams. The Director of Guest Services analyzes guest feedback, implements service improvements, and maintains procedures that support high levels of guest satisfaction. This role also contributes to budgeting and forecasting for guest services, supports training and development of team members, and maintains compliance with company policies and safety standards.
Qualifications
- Strong focus on Customer Satisfaction and Customer Service, with the ability to lead teams in delivering consistently high-quality guest experiences.
- Experience managing Reservations and front desk operations, including use of property management systems and coordination with other departments.
- Background in Training staff, coaching team members, and implementing service standards and operating procedures.
- Competence in Budgeting and cost control related to guest services operations.
- Previous leadership experience in hospitality, hotel, or resort guest services management.
- Excellent communication, conflict resolution, and organizational skills.
- Ability to work on-site, including weekends, holidays, and varying shifts as needed.
- Proficiency with office and hotel management software; knowledge of spa or resort operations is a plus.
- Associate or bachelor’s degree in hospitality management, business, or a related field preferred, or equivalent relevant experience.