Director of Guest Services

Director of Guest Services

Position Overview:
The Director of Guest Services oversees two integral departments at Hotel Viata: The Front Office and Spa Viata. This role is responsible for ensuring a seamless and elevated guest experience across both areas, while leading teams, maintaining operational efficiency, and supporting service excellence. The position requires a hands-on leader who is detail-oriented, team-driven, and committed to upholding Viata’s high standards of hospitality.

Key Responsibilities:

Guest Experience & Engagement
• Ensure seamless service across the front desk, bell/valet, and spa teams to deliver an elevated, cohesive guest journey.
• Act as a visible leader in the lobby and spa, engaging regularly with guests and resolving service recovery opportunities quickly and professionally.
• Champion wellness as a key component of the Viata guest experience, integrating spa offerings into the broader hospitality flow.

Leadership & Team Development
• Directly manage Front Office and Spa leadership, including supervisors, spa technicians, front desk agents, and attendants.
• Oversee recruitment, onboarding, training, and performance development for all guest services and spa roles.
• Ensure spa and front office teams are educated in brand standards, safety protocols, treatment knowledge, and service recovery best practices.
• Lead by example, modeling professionalism, empathy, and accountability in daily operations.

Spa & Wellness Operations
• Oversee the scheduling, treatment menu, vendor partnerships, and wellness programming at Spa Viata.
• Maintain proper inventory of spa products and retail merchandise; review usage, waste, and par levels monthly.
• Ensure the spa environment is consistently clean, serene, and aligned with brand expectations.
• Coordinate with massage therapists, estheticians, and spa attendants to ensure timely service flow and an exceptional guest experience.
• Implement seasonal promotions and support marketing efforts for spa packages, treatments, and special events.
Front Office Operations
• Ensure accurate guest check-in/check-out processes, room assignment, billing procedures, and VIP handling.
• Manage room blocking, early arrivals, and special request fulfillment in partnership with Housekeeping and Sales.
• Support the valet and bell teams in providing timely, personalized service with attention to detail.

Financial & Business Oversight
• Partner with Accounting to develop and manage departmental budgets, labor forecasting, and spa retail performance.
• Track and analyze treatment revenue, occupancy trends, guest satisfaction, and retail sales to support decision-making.
• Ensure spa and front office teams are trained to meet or exceed upsell and service revenue goals.

Standards & Compliance
• Maintain compliance with PHG policies, local health regulations, and all Spa Viata treatment protocols.
• Ensure spa treatment certifications, licenses, and sanitation procedures remain up to date.
• Serve as MOD (Manager on Duty) as scheduled and respond to property-level emergencies as needed