Director of Guest Services

Job Title: Director of Guest Services

Location: Philadelphia, PA (On-site)

Position Type: Full-Time

About The Role

We are seeking an inspiring, service-driven leader to join our executive team as the Director of Guest Services. In this pivotal role, you will champion our service culture, leading the front-of-house operations to deliver seamless, world-class experiences. You will oversee the Front Desk, Concierge, Guest Relations, and Bell/Valet teams, ensuring every touchpoint reflects our premium hospitality standards.

If you are an energetic hospitality leader who thrives in a fast-paced urban market and loves developing high-performing teams, we invite you to apply!

What You Will Do (Key Responsibilities)

Lead Operations: Oversee the daily operations of the Front Desk, Concierge, Guest Services, and Valet/Bell teams to ensure smooth arrivals and departures.

Elevate Service: Monitor guest feedback (including TripAdvisor, internal surveys, and brand metrics), implementing proactive service recovery and training to exceed quality scores.

Develop Talent: Recruit, train, mentor, and schedule front-of-house team members, fostering a collaborative culture focused on career growth and employee engagement.

Manage Financials: Oversee department budgeting, labor forecasting, and inventory control while maximizing ancillary revenue streams like room upgrades.

Coordinate Standards: Collaborate closely with Housekeeping, Sales, Engineering, and Security to ensure flawless VIP coordination and property-wide efficiency.

What We Are Looking For (Requirements)

Experience: 3-5+ years of progressive leadership experience in Hotel Guest Services or Front Office operations (large, full-service urban hotel experience preferred).

Leadership Skills: Proven track record of managing, coaching, and motivating a diverse team of hospitality professionals.

Problem Solver: Exceptional conflict-resolution and service-recovery skills, with the ability to handle high-pressure situations gracefully.

Tech Proficiency: Hands-on experience with major Property Management Systems (e.g., OnQ, PEP) and guest response platforms.

Schedule Flexibility: Ability to work a flexible schedule, including weekends, holidays, and evening shifts based on hotel occupancy and business needs.

What We Offer (Benefits & Perks)

Competitive base salary with eligible annual performance-based bonuses.

Comprehensive medical, dental, and vision insurance packages.

401(k) retirement plan with company matching and generous paid time off (PTO).

Global travel benefits, featuring heavily discounted room rates across the Hilton brand network.

Structured executive training and long-term career advancement opportunities.