Job DescriptionThe 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 guest experience.
Collaboration & Cross-Departmental Coordination:- Work closely with the Food & Beverage, Housekeeping, Spa, and Experiences teams to ensure cohesive, seamless service across all touchpoints of the guest experience.
- Act as the liaison between departments, ensuring clear communication, efficiency, and an overall seamless experience for guests.
- Participate in strategic planning meetings to align guest services operations with the resort's overall objectives.
Luxury Services and VIP Management:- Ensure a high standard of luxury service for Notable Guests and high-profile guests, creating bespoke experiences to meet their unique needs and preferences.
- Collaborate with the Executive Team to identify and implement luxury enhancements to the guest experience, further distinguishing Wildflower Farms as a top-tier destination.
Pay Range: $90,000/year - $100,000/year
Qualifications- Minimum of 3 years in a luxury resort/hotel environment, with a focus on leading a team in guest services, front office, and luxury services.
- Proven experience in managing and developing a high-performing team, with a strong focus on customer service excellence and training.
- Background in luxury service training, with knowledge of industry best practices for delivering personalized, exceptional guest experiences.
- Excellent communication, leadership, and interpersonal skills with the ability to inspire and motivate a team.
- Strong problem-solving skills and the ability to handle guest concerns with professionalism and discretion.
- Exceptional organizational skills, with the ability to manage multiple priorities and ensure smooth operational flow.
- Ability to work in a fast-paced, high-pressure environment while maintaining attention to detail and a calm demeanor.
- High proficiency in guest management software and general office tools
- A high school diploma or equivalent required. A degree in Hospitality Management or a related field is preferred.
- Availability to work flexible hours, including weekends and holidays.
- A passion for providing extraordinary guest service and ensuring every guest has a unique, memorable stay.
Additional Information 
