Director of Guest Services

HOTEL House Director

Location: Jackson, WY (on-site, travel as needed)

Position Summary

The House Director is the on-property leader responsible for delivering an exceptional, highly personalized guest experience at a boutique lifestyle property. This role blends operations and hosting—ensuring guests feel welcomed, known, and eager to return.

This position has full authority over guest experience decisions, financial performance, team leadership, and local marketing. The ideal candidate is highly visible, detail-oriented, socially confident, and commercially driven.

Core Responsibilities

Guest Experience & Leadership

• Act as the face of the property, present during key guest moments
• Build guest relationships and personalize experiences
• Lead service standards, feedback, and service recovery
• Train and coach team on guest interaction and hospitality

Operations Management

• Oversee daily operations across front office, housekeeping, food service, and facilities
• Manage staffing, scheduling, and vendor relationships
• Ensure smooth arrivals, departures, and overall service flow
• Maintain compliance with safety and operational standards

Financial & P&L Ownership

• Own budgeting, forecasting, and cost control
• Manage labor and drive profitability
• Track KPIs (ADR, occupancy, RevPAR, guest satisfaction, revenue performance)
• Partner on pricing strategy and revenue optimization

Property Experience & Standards

• Oversee overall ambiance: service style, design details, and guest-facing communication
• Maintain high standards across all touchpoints

Sales, Marketing & Partnerships

• Develop local partnerships and drive community engagement
• Support marketing initiatives, promotions, and guest acquisition
• Ensure strong online and local presence

Programming & Guest Activations

• Curate guest experiences (wellness, social gatherings, etc.)
• Ensure programming is thoughtful, optional, and aligned with brand tone

Team Leadership

• Hire, train, and develop team members
• Foster a culture of accountability, warmth, and professionalism
• Lead daily and weekly operational meetings

Facilities & Asset Management

• Maintain property condition, cleanliness, and safety
• Oversee maintenance, supplies, and vendor performance

Qualifications

• 5 years of hospitality leadership experience (boutique/luxury preferred)
• Strong P&L management and operational experience
• Proven guest service and leadership skills
• Experience with marketing, partnerships, and programming
• Strong communication and interpersonal presence

Preferred:

• Experience with openings or repositioning projects
• Background in small, high-touch properties
• Familiarity with local market dynamics

Work Environment

• Full-time, on-site role
• Requires weekends, holidays, and peak-hour presence
• Physically active role (standing, walking, light lifting)