This job is with Hyatt, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
The Director of Guest Services is responsible for leading all front-of-house operations and delivering exceptional guest experiences aligned with Hyatt’s purpose of care. This role oversees the Front Desk, Concierge, Guest Relations, and Bell Services, ensuring seamless service, operational excellence, and high guest satisfaction. The Director serves as a key leader in shaping the guest journey, driving service culture, and resolving complex guest needs with professionalism and empathy.
Key Responsibilities
Guest Experience & Service Excellence
Champion Hyatt’s service philosophy and ensure consistent delivery of brand standards.
Monitor and improve guest satisfaction scores (e.g., Medallia, internal surveys).
Personally engage with VIPs, repeat guests, and guests with special needs.
Resolve escalated guest concerns promptly and effectively.
Operations Management
Oversee daily operations of Front Office, Concierge, Bell/Door, and Guest Services.
Ensure efficient check-in/check-out processes and room readiness coordination.
Maintain strong collaboration with Housekeeping, Engineering, and Food & Beverage teams.
Manage departmental budgets, forecasting, and cost controls.
Leadership & Team Development
Recruit, train, and mentor a high-performing guest services team.
Foster a culture of accountability, engagement, and continuous improvement.
Conduct performance evaluations and provide ongoing coaching.
Promote Hyatt’s values of empathy, respect, integrity, and inclusion.
Quality Assurance & Compliance
Ensure compliance with Hyatt brand standards, policies, and safety procedures.
Conduct regular audits of service delivery and operational processes.
Implement training programs to maintain luxury/service excellence standards.
Strategic Initiatives
Identify opportunities to enhance the guest journey through innovation and personalization.
Support digital initiatives (mobile check-in, digital concierge, etc.).
Collaborate on upselling strategies and revenue optimization for rooms and services.
Qualifications
Bachelor’s degree in Hospitality Management, Business, or related field preferred.
Previous experience with international hospitality brands preferred.
5–8+ years of progressive hotel operations experience, with at least 2–3 years in a leadership role.
Strong knowledge of Front Office systems (e.g., OPERA, Hyatt systems preferred).
Proven track record in improving guest satisfaction and operational performance.
Excellent communication, problem-solving, and interpersonal skills.
Ability to lead in a fast-paced, dynamic environment.
Core Competencies
Guest-centric mindset
Leadership and team development
Operational excellence
Emotional intelligence
Conflict resolution
Attention to detail