Director Guest Services - Boston - Seaport Hotel

Description

Overview

The 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 contributes 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 Requirements

The 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 role
• Availability to work mornings, evenings, weekends, and holidays as business demands require
• Due to the cyclical nature of hospitality, flexibility is essential
• Participation in "all-hands" events may be required
• Travel may be required on occasion and may include overnight stays
• Exempt team members are expected to responsibly manage and schedule their time off in coordination with operational needs

Responsibilities

Essential Functions

• Serve as a key liaison between Sales, Housekeeping, Engineering, and operational teams including Guest Services, Reservations, Concierge, Bell & Door, and Retail/Gift Shop
• Manage the department's profit and loss (P&L) and report on financial performance
• Ensure accurate, timely, and effective communication across all levels of the department
• Recruit, hire, train, and schedule staffing levels appropriate to business needs
• Lead regularly scheduled department meetings to share updates, reinforce service standards, and promote a strong team culture
• Oversee room inventory management to maintain availability integrity while maximizing occupancy, revenue, and profitability
• Ensure accurate inventory management within Opera, PMS systems, and internal platforms in alignment with rate and occupancy strategies
• Participate in Revenue Management, including recommending and implementing yield strategies on an ongoing basis
• Plan and organize departmental operations on a weekly and monthly basis
• Establish, monitor, and continuously improve department quality and service standards
• Identify and resolve operational, staffing, or process challenges
• Anticipate future business needs and plan staffing and operational strategies accordingly
• Identify areas for improvement, delegate project assignments, and ensure timely completion
• Identify training opportunities and coordinate departmental development initiatives
• Provide daily, weekly, and monthly support to Managers and Supervisors
• Conduct one-on-one meetings with managers and team members as appropriate
• Attend operational meetings and ensure key information is effectively shared with relevant teams
• Communicate performance expectations and business priorities clearly and consistently
• Maintain high visibility with guests and proactively assist with service recovery
• Remain knowledgeable of upcoming business, events, and Seaport District activities
• Provide progressive leadership and challenge the status quo to drive continuous improvement
• Represent the hotel with professionalism, appropriate demeanor, and attire
• Support and follow Seaport sustainability guidelines and initiatives
• Promote and model the organization's Mission, Purpose, and Values as an integral part of daily operations
• Perform additional duties or special projects as assigned, consistent with the scope of the role

Required Job Knowledge And Skills

• Exceptional 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 objectives

Supportive Functions

• Perform 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 accountability
• Inspire the team to embrace Seaport Hotel's Core Principles
• Engage in active communication
• Anticipate guest needs
• Promote creativity and connections
• Openly inquire About Guest Satisfaction
• Respond with passion and commitment

Qualifications

Experience

• Minimum 5 years of management experience
• Previous Front Office and/or Reservations management experience, preferably within an Upscale or Luxury hotel environment
• Strong customer service and comprehensive computer system experience
• Prior experience with property and hotel management systems

Education

• High School diploma or GED required
• Bachelor's degree in Hospitality Management, Business, or a related field preferred, or equivalent combination of education and experience

Language 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 environment

Physical 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 orientation, national origin, disability, veteran status, or genetics. We maintain a drug-free workplace.