Director of Guest Services

Company Description

Sprung from the site of a fallow tree nursery, Wildflower Farms, Auberge Collection is a 140-acre retreat in New York’s Hudson Valley, just 90 minutes from New York City. Rooted in meaningful encounters with nature, the property sways with the seasons, surrounded by meadows of native flowers and woodlands. Anchored by its namesake farm with orchards, heirloom gardens, and animals, the retreat offers immersive seasonal experiences like foraging walks, cooking workshops, and healing sessions. A three-mile walking trail links 65 stand-alone cabins, cottages, and suites with the Movement Studio and Maplehouse, a lofty barn home to a dynamic cooking school. Accommodations are immersed in the ever-changing landscape, offering a deep sense of place. Guests are welcomed at The Shop, reminiscent of a well-curated potting shed, and the open-air Great Porch. Dining at Clay, the centerpiece restaurant, features source-origin cuisine that honors the region’s bounty. Thistle offers wild-crafted wellbeing that evolves with the seasons. The property also provides access to neighboring Mohonk Preserve, where wooded trails and cliffs invite world-class hiking, biking, and climbing. Named the Number 1 Hotel in New York State by Travel + Leisure for the 2025 World’s Best Awards and recognized with a One Key distinction from the inaugural Michelin Guide, Wildflower Farms is a basecamp for adventure, craft, and curiosity.

Job Description

The Director of Guest Services at Wildflower Farms plays a vital role in elevating the guest experience by overseeing the Itinerary Design, Front Office, and Bell & Valet teams. This leader will be responsible for ensuring every guest receives a personalized, seamless, and memorable experience from the moment they arrive to the moment they depart. A key focus of this role is managing, training, and developing a high-performing team, delivering top-tier luxury services, and ensuring the resort’s guest service standards are met consistently.

Itinerary Design & Personalized Guest Experience:

• Oversee the Itinerary Design team, ensuring all guests receive tailored, luxury itineraries that reflect Wildflower Farms' offerings and the guests’ unique preferences.
• Collaborate with the Concierge team to create bespoke experiences for guests, including curated dining, wellness activities, outdoor adventures, and local excursions.
• Monitor guest feedback to continually refine and improve itinerary offerings, maintaining a high standard of excellence in personalized services.

Front Office Operations:

• Lead the Front Office team, ensuring smooth check-in and check-out processes while delivering exceptional, personalized service to each guest.
• Monitor guest arrivals, departures, and any special requests to ensure prompt and seamless coordination with all departments.
• Develop and implement front desk procedures, training the team to anticipate guest needs and handle guest inquiries, complaints, and requests efficiently and courteously.
• Work closely with the housekeeping and maintenance departments to address any guest concerns regarding room readiness, amenities, or facility upkeep.

Bell & Valet Team Management:

• Supervise the Bell and Valet teams to ensure prompt, courteous service, offering assistance with luggage, transportation, and guest needs.
• Develop and enforce standard operating procedures for Bell and Valet staff, ensuring efficiency and high standards in guest interactions.
• Maintain a strong knowledge of local transportation options, airport transfers, and events, ensuring guests’ travel needs are met seamlessly.

Staff Leadership, Training, and Development:

• Lead, train, and mentor the Guest Services team, including Front Office, Bell, Valet, and Itinerary Design staff, ensuring they maintain a consistent, luxury service approach.
• Create and deliver ongoing training programs focusing on luxury service standards, guest engagement, and hospitality best practices.
• Foster a positive, collaborative, and results-driven team culture that upholds the values of Wildflower Farms: warmth, excellence, and respect for nature.
• Conduct regular performance reviews, set development goals, and encourage continuous improvement within the team.

Guest Relations & Problem Resolution:

• Serve as the primary point of contact for guest concerns, ensuring swift and effective resolution to any issues or complaints.
• Anticipate guest needs and proactively address concerns, creating positive, lasting impressions that drive loyalty and return visits.
• Maintain a guest feedback system, tracking responses, identifying areas of improvement, and implementing strategies to continually elevate the gu