Director of Guest Services

Director of Guest ServicesSenior Leadership Position | Two Luxury Boutique HotelsThe Spectator Hotel & French Quarter Inn (Charleston, SC) Multi-Property Role | 91 Total Rooms | Comprehensive Bonus StructurePosition OverviewThe Director of Guest Services is a senior leadership role overseeing the daily operations of the Guest Services departments across two award-winning luxury boutique hotels: The Spectator Hotel and French Quarter Inn.This is a high-impact, multi-property position requiring strong leadership, operational excellence, and a guest-first mindset. The role reports directly to the General Manager.Key ResponsibilitiesOperational Leadership & StrategyOversee all Guest Services operations across both propertiesDevelop and implement strategies to reduce costs while maintaining Forbes/AAA-level luxury standardsCreate and refine operational processes to improve efficiency, consistency, and guest experienceMonitor quality standards and implement corrective action where neededAnalyze guest feedback across all channels and drive service improvementsGuest Experience & Brand StandardsEnsure consistent delivery of exceptional, personalized guest serviceServe as a visible ambassador of both properties and the brand in the communityHandle escalated guest concerns with professionalism and urgencyPromote a culture of genuine hospitality and service excellenceTeam Leadership & DevelopmentRecruit, hire, train, and mentor Guest Services staffConduct ongoing training in service standards, revenue optimization, and operational proceduresLead regular staff meetings and performance coachingFoster a positive, accountable, and collaborative work environmentParticipate in Manager on Duty (MOD) rotationSystems, Revenue & Financial OversightServe as subject matter expert in PMS systems (RoomKey) and OTA platformsResolve booking discrepancies, payment issues, and channel management concernsOversee daily financial inputs, GL accuracy, and front office accounting functionsManage cash handling, petty cash, payroll oversight, and end-of-month processesSupport budgeting, forecasting, and expense control initiativesCoordinate with Accounting and Corporate leadership on financial reportingReporting & CompliancePrepare weekly, monthly, quarterly, and annual operational reportsEnsure adherence to SOPs, LSOPs, safety policies, and disciplinary proceduresMaintain accurate recordkeeping systems (digital and physical)Protect company assets and ensure compliance with all policiesMinimum Requirements5+ years of progressive leadership experience in hotel operations (AGM, Rooms Division, Front Office, Housekeeping, or Guest Services leadership)Strong organizational, time management, and multitasking abilitiesExcellent written and verbal communication skillsProficiency in MS Office and ability to quickly learn hotel systemsExperience with PMS/OTA systems (RoomKey, M3, TravelClick, ProfitSword, Heartland preferred)Familiarity with Forbes, AAA, and/or Relais & Châteaux service standards preferredAbility to work a flexible schedule including nights, weekends, and holidaysAbility to lift/move up to 50 lbs when requiredStrong leadership presence, accountability, and professionalismCore CompetenciesLuxury guest service excellenceOperational discipline and efficiencyFinancial and analytical acumenLeadership and team developmentProblem-solving and decision-making under pressureHigh integrity and accountabilityAdditional ExpectationsMaintain professional appearance and conduct at all timesBuild strong interdepartmental relationshipsProactively identify opportunities for service and operational improvementLead with consistency, fairness, and transparencyChampion a culture of excellence across both propertiesThis is a 50+ hour per week leadership role in a high-performance luxury environment where standards are non-negotiable and excellence is the baseline.In return, you’ll lead at a level where your decisions directly shape guest experience, team culture, and brand reputation every day.