Director Guest Services

Scope of PositionThe Director of Guest Services plays a critical leadership role in ensuring an exceptional guest experience that fosters satisfaction, loyalty, and repeat business. This position oversees all aspects of the Guest Services operation, including but not limited to reservations, front office operations, planning, budgeting, staffing, payroll, and service delivery, in accordance with hotel policies and procedures.The Director of Guest Services works collaboratively with all departments across the hotel to ensure seamless operations and optimal guest satisfaction. This role also contributes significantly to maximizing revenue and operational performance. The Director of Guest Services reports to the Director of Operations and directly oversees Guest Services Managers, the Overnight Manager, Assistant Overnight Manager, Supervisors, and multiple hourly team members.Schedule RequirementsThe hotel operates 24 hours a day, 7 days a week, including holidays. While the company strives to support work‑life balance, all exempt team members may be required to work extended shifts, flexible schedules, and additional days based on business needs.Working more than eight (8) hours per day and/or more than five (5) consecutive days may be required as an essential function of this exempt roleAvailability to work mornings, evenings, weekends, and holidays as business demands requireDue to the cyclical nature of hospitality, flexibility is essentialParticipation in “all‑hands” events may be requiredTravel may be required on occasion and may include overnight staysExempt team members are expected to responsibly manage and schedule their time off in coordination with operational needsEssential FunctionsServe as a key liaison between Sales, Housekeeping, Engineering, and operational teams including Guest Services, Reservations, Concierge, Bell & Door, and Retail/Gift ShopManage the department’s profit and loss (P&L) and report on financial performanceEnsure accurate, timely, and effective communication across all levels of the departmentRecruit, hire, train, and schedule staffing levels appropriate to business needsLead regularly scheduled department meetings to share updates, reinforce service standards, and promote a strong team cultureOversee room inventory management to maintain availability integrity while maximizing occupancy, revenue, and profitabilityEnsure accurate inventory management within Opera, PMS systems, and internal platforms in alignment with rate and occupancy strategiesParticipate in Revenue Management, including recommending and implementing yield strategies on an ongoing basisPlan and organize departmental operations on a weekly and monthly basisEstablish, monitor, and continuously improve department quality and service standardsIdentify and resolve operational, staffing, or process challengesAnticipate future business needs and plan staffing and operational strategies accordinglyIdentify areas for improvement, delegate project assignments, and ensure timely completionIdentify training opportunities and coordinate departmental development initiativesProvide daily, weekly, and monthly support to Managers and SupervisorsConduct one‑on‑one meetings with managers and team members as appropriateAttend operational meetings and ensure key information is effectively shared with relevant teamsCommunicate performance expectations and business priorities clearly and consistentlyMaintain high visibility with guests and proactively assist with service recoveryRemain knowledgeable of upcoming business, events, and Seaport District activitiesProvide progressive leadership and challenge the status quo to drive continuous improvementRepresent the hotel with professionalism, appropriate demeanor, and attireSupport and follow Seaport sustainability guidelines and initiativesPromote and model the organization’s Mission, Purpose, and Values as an integral part of daily operationsPerform additional duties or special projects as assigned, consistent with the scope of the roleRequired Job Knowledge and SkillsExceptional guest service and hospitality leadership skills Strong interpersonal, relationship‑building, and communication abilities Passion for developing, mentoring, and retaining high‑performing teams Proven ability to achieve financial, operational, and service excellence Experience managing departments with high guest interaction and operational detail Strong attention to detail and quality improvement processes Excellent written and verbal communication skills Proficiency in hotel systems, including Opera, Delphi, and Microsoft Office applications Demonstrated leadership and managerial skills Experience in Upscale and/or Luxury hotel guest service environments preferred Skilled in interviewing, training, and scheduling staff across multiple shifts Experience with budgeting, forecasting, and performance management Ability to work independently, exercise sound judgment, and make informed decisions Strong multitasking, organizational, and time‑management skills Ability to work effectively under pressure in a fast‑paced environment Positive, solutions‑oriented mindset Strong collaboration and team leadership capabilities Excellent grooming and professional presentation standards Creative thinker able to align operational strategies with business objectivesSupportive FunctionsPerform additional supportive functions as determined by the Director of Operations based on hotel needs Maintain reliable attendance in accordance with hotel standards Adhere to all hotel safety, security, and operational policies Lead by example and foster a culture of trust, respect, and accountabilityInspire the team to embrace Seaport Hotel’s Core Principles:Seek to warmly greet everyone Engage in active communicationAnticipate guest needsPromote creativity and connections Openly inquire about guest satisfaction Respond with passion and commitment Thank each guest and each otherQualificationsExperience:Minimum 5 years of management experiencePrevious Front Office and/or Reservations management experience, preferably within an Upscale or Luxury hotel environmentStrong customer service and comprehensive computer system experiencePrior experience with property and hotel management systemsEducation:High School diploma or GED requiredBachelor’s degree in Hospitality Management, Business, or a related field preferred, or equivalent combination of education and experienceLanguage Skills:Fluency in English (spoken and written) Ability to read, understand, and compose instructions, memos, schedules, and short correspondence Ability to communicate clearly and professionally with guests, team members, and leadership in a fast‑paced environmentPhysical Requirements:The physical demands described below are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.Lifting & Strength: Ability to occasionally lift, carry, push, or pull up to 20-30 pounds (e.g., supplies, small equipment, signage, or boxed materials).Mobility: Ability to stand and walk for extended periods of time while overseeing operations, conducting inspections, attending meetings, and engaging with guests.Movement & Positioning: Ability to bend, stoop, kneel, crouch, reach, and climb stairs as required throughout front‑of‑house areas, back‑of‑house spaces, offices, and event locations. Manual Dexterity: Frequent use of hands and fingers for operating computers, hotel systems, phones, and handling paperwork or service‑related materials. Sensory Requirements: Ability to see, hear, and communicate effectively to monitor service standards, respond to guest needs, and interact with team members in a fast‑paced environment. Work Duration: Ability to work extended hours, consecutive days, and a flexible schedule including mornings, evenings, weekends, and holidays, as business demands require.Disclaimer:This job description is not intended to be all-inclusive. The team member may be required to perform other duties as assigned.Equal Opportunity Statement:CoralTree Hospitality and Seaport Hotel are proud to provide equal opportunity to all employees and applicants for employment without regard to age, race, religion, sex, sexual preference, national origin, disability, veteran status, or genetics. We maintain a drug-free workplace.

Created: 2026-02-09