Director of Guest Services

Role Summary
The Director of Guest Services at The White Barn Inn plays a vital role in elevating the guest experience by overseeing the Concierge 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 resorts guest service standards are met consistently.

Core Responsibilities

Personalized Guest Experience:

• 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 Concierge team 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 The White Barn Inn: 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 resorts 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 The White Barn Inn as a top-tier destination.

Qualifications :

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 is 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 :

About Auberge Collection
Auberge Collection is a portfolio of extraordinary hotels resorts residences and private clubs. While each property is unique all share a crafted approach to luxury and bring the soul of the locale to life through captivating design exceptional cuisine innovative wellbeing and gracious yet unobtrusive service. With 30 one-of-a-kind hotels resorts and residences Auberge invites guests to create unforgettable stories in some of the worlds most desirable destinations.

For more information:

Connect with Auberge Collection on Instagram TikTok Facebook and LinkedIn @Auberge and #AlwaysAuberge

About Friedkin
Friedkin is a privately held family of global brands spanning automotive entertainment hospitality investments and sports.

Founded in 1969 and headquartered in Houston Texas the company is led by Chief Executive Dan Friedkin and united by a mission to build breakthrough brands that redefine the status quo.

The Friedkin portfolio includes Gulf States Toyota 30WEST Accelerated Solutions Group AS Roma Ascent Automotive Group Auberge Collection Congaree Copilot Capital Diamond Creek Everton Football Club GSFSGroup Imperative Entertainment Legendary Expeditions NEON Northside Lexus Pursuit Sports The Friedkin Group International USAL and Westside Lexus.

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US Hotels New England LLC is an Equal Opportunity Employer M/F/D/V. WBI Operations LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race color religion sex national origin age disability or addition to federal law requirements WBI Operations LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Remote Work :

No

Employment Type :

Full-time