What are the responsibilities and job description for the Director of guest experience | Director of rooms position at The Weston?
The Weston is a luxury nine-room boutique hotel with a two-treatment-room spa and a high-touch, experiential approach to hospitality. Recently ranked the #1 hotel in New England and one of the top 20 hotels in the world, The Weston is seeking a Director of Guest Experience to take full ownership of our rooms and spa operations.
This role is focused exclusively on the hotel and spa—it does not oversee the restaurant or the bakery, although it collaborates closely with those teams to support guest experience.
Position Overview
The Director of Guest Experience is a central leadership role responsible for the entire hotel guest journey—from reservations and itinerary planning to concierge services, check-in/check-out, spa coordination, and daily departmental communication.
This person becomes the day-to-day “heartbeat” of the hotel, ensuring every guest has a seamless, warm, and memorable stay. A key part of this role includes overseeing the cleanliness, presentation, and maintenance standards for all rooms and common areas.
Key Responsibilities
Guest Experience & Concierge
- Serve as the lead concierge and primary guest liaison
- Design personalized itineraries and memorable guest experiences
- Manage reservations, check-ins, and check-outs
- Maintain high service standards and proactively anticipate guest needs
Leadership, Cleanliness & Daily Operations
- Lead, coordinate, and support:
- 2–3 Housekeepers
- 2 Engineers
- Hotel Manager
- Receptionist
- Oversee and uphold room cleanliness, housekeeping standards, and overall presentation of rooms and common areas
- Partner with engineering to ensure preventative maintenance and timely repairs
- Run daily operational alignment between rooms, spa, housekeeping, and engineering
- Ensure readiness for arrivals, special events, and seasonal programming
- Understand basic labor management and operational finance, contributing to efficient scheduling and cost awareness
Spa Oversight
- Manage the two-treatment-room spa
- Coordinate therapist schedules, treatment bookings, and check-in/check-outs.
- Maintain service standards and overall spa experience
Cross-Department Communication
- Communicate guest notes, preferences, and needs to the restaurant and bakery teams when relevant
- Act as the connective link across departments to create a seamless guest journey
- Support improvements in guest satisfaction, reviews, and loyalty
Ideal Candidate
We are looking for someone with hunger, drive, and ownership who wants to learn and grow.
The ideal candidate is someone who:
- Takes full ownership of their department and thrives on responsibility
- Is hungry to learn more, work hard, and build a long-term career in hospitality
- Enjoys being hands-on and understands that exceptional hospitality comes from presence, collaboration, and follow-through
- Is warm, positive, guest-focused, and solutions-oriented
- Is highly organized with clear communication skills
- Is comfortable with a flexible schedule, dependent on what guests and operations needs are
- Wants to grow within a creative, ambitious hospitality team
This is an excellent role for someone ready to step up—not for someone who wants to manage from a distance or slow down.
Compensation & Growth
- Salary Range: $60,000–$75,000 annually
- Exciting opportunities for growth within a rapidly expanding hospitality group
- A chance to be part of a nationally recognized property
- Insurance enrollment available from 1
- Paid time off available from day 1
- Holiday pay available from day 1
- 401(k) enrollment after 30 days
Salary : $60,000 - $75,000