We are seeking a strategic and experienced Guest Services Director to take on a critical leadership role in the continued evolution of our guest-facing operations. This position is designed to strengthen and enhance the oversight of current guest service functions while also leading the integration and management of upcoming hotel front office operations. This role is responsible for leading current operations while also critically assessing existing structures, workflows, and systems to redesign and scale guest services to meet evolving organizational needs.
Guest Services, Loyalty & Communication Management
•Provide strategic oversight of guest service delivery across membership enrollment, loyalty programming, and direct communications.
•Ensure frontline teams are empowered with the tools, training, and support needed to uphold exceptional service standards and drive guest retention.
•Lead the customer loyalty and gifting programs, including the coordination and distribution of gifts and rewards.
• Oversee the strategic management of all guest communications across phone and email channels, ensuring that frontline teams deliver prompt, accurate, and professional responses. This includes responsibility for high-volume guest-facing inboxes related to inquiries, promotions, registration, and feedback.
Hotel Front Desk, Concierge, Bell Services & Porter Operations (Future Scope)
•Lead all hotel front office activities, including check-in/check-out processes, room assignments, and reservation integrity.
•Oversee concierge services to ensure personalized assistance with bookings, recommendations, and special requests.
•Manage bell services and porter operations to ensure seamless luggage handling and guest arrival/departure coordination.
•Establish and maintain SOPs for front desk, concierge, bell, and porter services, ensuring alignment with Housekeeping, Maintenance, and Valet.
Leadership & Team Development
•Provide direction, support, and mentorship to a diverse team of guest service agents, loyalty representatives, and hotel front-line staff.
• Oversee staffing, onboarding, training, scheduling, and continuous performance development.
•Cultivate a positive, high-performing culture grounded in accountability, collaboration, and service excellence.
•Ensure HR alignment on performance management, timekeeping, staffing plans, and compliance with company policies.
Guest Experience & Recovery
•Own and resolve escalated guest concerns and ensure service recovery standards are met or exceeded.
• Monitor guest feedback channels, identify service trends, and implement improvements.
Operational Oversight & Strategy
•Develop and maintain service procedures, SOPs, and training tools across all platforms.
•Evaluate and oversee merchandise and retail operations (online and on-site), including vendor sourcing, inventory systems, and comp tracking, ensuring alignment with brand standards and departmental efficiency.
•Provide strategic oversight of bus group visitation logistics, including transportation coordination and associated promotions, to optimize guest flow and cross-department alignment.
•Manage departmental inventory, procurement, and budget planning.
•Ensure compliance with gaming and hospitality regulations.
•Produce monthly operational reports on guest satisfaction, team performance, and KPIs.
Cross-Department Collaboration
•Partner with Security, Marketing, Operations, and other departments to support seamless guest service delivery.
•Collaborate with Food and Beverage to coordinate packages, promotions, and special events.
•Liaise with Valet Services to ensure guest transportation, arrivals, and departures are handled efficiently and with care.
7–10 years of progressive experience in hospitality or guest services leadership, including a minimum of 3 years in a management role.
•Expertise in front office operations, guest experience design, and team development.
•Bilingual in English and French (verbal and written).
•Proficient in hotel PMS (e.g., Mews), guest loyalty platforms, Freshdesk, and other guest service systems.
•Strong communication, leadership, and decision-making skills in fast-paced environments.
•Passion for elevating guest satisfaction and service delivery at every level.
Competitive base salary between $90,000–$105,000, based on experience
•Annual performance-based bonus
•Group benefits entitlement
