Director of Guest Services

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We are looking for a dynamic Director of Guest Services to oversee and enhance the guest experience at an upscale Palm Beach resort. This key leadership position is responsible for delivering personalized, world-class service while managing all guest-facing operations and ensuring every interaction reflects the highest standards of luxury hospitality.

Key Responsibilities

• Direct all guest service functions, including Front Desk, Concierge, Bell Services, Guest Relations, Reservations, PBX, IRD Order Takers, and Transportation.
• Recruit, coach, and motivate a service-driven team committed to exceeding guest expectations.
• Act as the primary point of contact for VIP and high-profile guests, ensuring exceptional and seamless stays.
• Lead guest satisfaction efforts, including service recovery, issue resolution, and reputation management initiatives.
• Work closely with department heads across the resort to create a cohesive and elevated guest experience.
• Ensure team members are well-informed about the resort, its offerings, and local Palm Beach attractions

Qualifications & Experience

• Bachelor’s degree in Hospitality Management preferred; equivalent professional experience will also be considered.
• Strong command of the English language; multilingual abilities are highly desirable.
• Comprehensive knowledge of luxury service standards and front office operations.
• Outstanding leadership, communication, and relationship-building skills.
• Availability to work a flexible schedule, including evenings, weekends, and holidays.

JOB ID: 176846

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Michael Forgione

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