Director of Guest Services

Join Starr, a global leader in commercial insurance with over a century of expertise. We empower our employees to innovate, make impactful decisions, and build lasting client relationships worldwide. At Starr, you'll work in an entrepreneurial culture alongside accessible leaders, leveraging our financial strength and vast industry experience to deliver solutions for our clients, no matter how complex. Grow your career with a rapidly growing company that invests in its people and their ability to drive real progress.

The Manager of Guest Services is responsible for designing, implementing, and overseeing a world-class guest service program to meet the unique needs of clients, partners, and visitors across Starr’s office locations. This leader ensures that every guest experience is consistent, professional, and aligned with the company’s values, reputation, and commitment to excellence. The role combines hospitality, operations management, and corporate branding to deliver an exceptional environment for internal and external stakeholders.

Key Responsibilities:

• Develop and lead guest service standards, protocols, and programs, ensuring a consistent experience aligned with global best practices.
• Coordinate executive-level visits, high-profile client meetings, and international delegations, ensuring exceptional hospitality and attention to detail.
• Coordinate all guest arrivals, including monitoring arrival schedules and personally greeting guests upon entry.
• Oversee the guest relations function, including reception, client welcome, executive support, conference and meeting management, and VIP event coordination.
• Implement feedback mechanisms and continuous improvement initiatives to enhance guest satisfaction and operational effectiveness.
• Partner with internal departments such as Facilities, HR, Security, IT, and Marketing to ensure seamless, integrated guest experiences.
• Manage and mentor guest services team, including training and professional development.
• Lead crisis response and guest safety procedures, including emergency management and corporate risk mitigation for visitors.
• Manage budgets, contracts, and vendor relationships related to guest services operations (e.g., hospitality suppliers, event coordinators, transportation providers).
• Develop and deliver regular performance reports and analytics to senior executives, including recommendations for program enhancement.
  
  

Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• At least 5-7 years of guest services, hospitality, or corporate operations experience, ideally with exposure to multinational environments.
• Insurance industry knowledge is a plus; familiarity with regulated corporate settings strongly preferred.
• Position requires to be in the New York office 5 days per week; may require overtime.
• Proven leadership, team management, and project coordination skills.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Thorough knowledge and understanding of working with diverse cultures, languages, and international business etiquette.
• Strong organizational, multitasking, and time management skills.
• Proficiency in MS Office.
  
  

Starr is an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. We offer first class training and development opportunities to all employees. Our aim is to grow our own talent and bring out the best in people.