Assistant Director of Guest Services

Overview

Directly manage the Guests Services department by providing supervision, training, scheduling and evaluating of performances of the Concierge team, ensuring that all procedures are performed to the hotel's standards. Focus on pre-arrival coordination with all guests and VIPs.  Secondarily, work closely with LAZ operation in Bell & Valet to ensure an efficient operation that provides service at a high level.  Elevate departments in all aspects of service as part of ongoing quest to achieve five stars with Forbes. Where necessary, performs the daily responsibilities of Associates within purview.

Supervises: Guest Services: Concierge, Porter & Valet

Responsibilities

Guest Experience

• Lead the Guest Services operation, ensuring Forbes Five Star standards are consistently executed across Experience Concierge, VIP Services, Valet, Porter, Transportation, and Guest Relations.
• Oversee all pre arrival communications for leisure and VIP guests, ensuring personalized itineraries, preferences, amenities, and special occasions are thoughtfully coordinated prior to arrival.
• Direct the Experience Concierge operation for both pre arrival and in house guests, ensuring prompt response times, proactive service, and seamless itinerary coordination.
• Oversee the resort's VIP Recognition Program, ensuring personalized gifts, amenities, room inspections, arrivals, and departures are executed to the highest standard.
• Partner with In Room Dining and other operational departments to curate creative, personalized amenity experiences.
• Personally greet, escort, and oversee arrivals of VIP guests and continue to support them throughout their stay and through their departure.
• Resolve guest concerns promptly and professionally, ensuring guest satisfaction is maintained.
• Monitor guest satisfaction platforms, ensuring timely follow up, coaching opportunities, and service recovery actions.
• Maintain expert knowledge of all resort accommodations, amenities, dining venues, recreational offerings, promotions, and local experiences.

Department Operations

• Oversee the daily operation of Experience Concierge, Valet, Porter, and VIP services.
• Partner with Valet leadership to develop operational plans for arrivals, departures, special events, holidays, and peak occupancy periods.
• Represent Guest Services during pre conference meetings and coordinate transportation, porter, and VIP requirements for group arrivals.
• Review daily occupancy, arrivals, departures, VIPs, group activity, and operational forecasts to proactively anticipate guest needs.
• Review and approve transportation requests, late departures, amenity deliveries, and special accommodations based upon business levels.
• Ensure all guest communication logs, service requests, and operational follow up are completed accurately and timely.
• Monitor front drive operations, lobby flow, and guest arrival experience, assisting operational teams during peak demand periods.
• Ensure all operational systems including Opera Cloud, Alice, HotSOS, OpenTable, FareHarbor, Intelity, Zingle, and related platforms are utilized effectively.
• Oversee safe deposit procedures, guest valuables, lost and found, guest mail, package handling, and security protocols.
• Partner closely with Housekeeping, Front Office, Engineering, Food and Beverage, Recreation, and Security to ensure seamless guest experiences.

Leadership & Team Development

• Recruit, interview, onboard, and retain exceptional Guest Services talent.
• Develop, coach, and mentor Experience, Porter, Valet and Guest Services/Parking leaders to ensure consistent operational excellence.
• Conduct daily stand up meetings, operational briefings, and departmental communication.
• Audit service delivery daily and provide real time coaching to reinforce Forbes standards and luxury hospitality expectations.
• Conduct performance evaluations, progressive coaching, recognition, and disciplinary action as appropriate.
• Foster a culture of engagement, accountability, recognition, and continuous improvement.
• Develop and facilitate department training programs, onboarding, SOP development, and ongoing professional development.

Financial & Administrative Responsibilities

• Prepare departmental schedules based upon occupancy forecasts, productivity standards, and labor budgets.
• Monitor labor, operating expenses, and departmental revenues, ensuring financial goals are achieved.
• Establish inventory levels for departmental supplies and oversee purchasing as needed.
• Prepare payroll, administrative reporting, operational documentation, and dep