Assistant Director of Guest Services
$90,000–$90,000 year
On-siteRancho Palos Verdes, California, United States
Job Summary
Lead the Guest Services department by supervising the Concierge, Porter, and Valet teams to ensure Forbes Five Star standards are consistently executed across all operations. Oversee pre-arrival coordination for leisure and VIP guests, personally greeting arrivals, managing the VIP Recognition Program, and resolving concerns to maintain high satisfaction levels. Direct daily activities including arrivals, departures, and special events while partnering with Front Office, Housekeeping, and other departments to ensure seamless guest experiences. Monitor operational systems, approve transportation requests, and conduct daily audits to reinforce service delivery and operational excellence. Manage departmental schedules, labor budgets, and inventory levels while recruiting, training, and evaluating staff to foster a culture of engagement and accountability.
Required Qualifications
- Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers
- Strong organization, motivation, and interpersonal skills
- Critical thinking, problem solving, judgement and decision making abilities
- Strong verbal and written communication skills
- Detailed oriented and strong organizational and multi-tasking skills
- Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment's notice while being composed under pressure
- Does not show frustration when dealing with upset guests or associates
- Relates to all types of people – up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably
- Genuinely cares about people, demonstrates real empathy and the joys and pains of others
- Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy
- Flexibility to meet the demands of a 24-hour operation
- Due to the nature of the hospitality industry, associates may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property
- High school graduate or equivalent vocational training certificate, college degree
- Previous experience with cash handling
- Three to five years of experience as a Guest Service or Front Desk Manager, preferably in a 2-45 diamond/star style hotel
- Fluency in English both verbal and non-verbal
- Compute basic arithmetic
- Familiarity with yield management and cost controls
- Perform job functions with attention to detail, speed and accuracy
- Prioritize and organize
- Be a clear thinker, remaining calm and resolving problems using good judgment
- Follow directions thoroughly
- Understand guest's service needs
- Work cohesively with co-workers as part of a team
- Work with minimal supervision
- Maintain confidentiality of guest information and pertinent hotel data
- Ascertain departmental training needs and provide such training
- Direct performance of staff and follow up with corrections when needed
- Input and access information in the property management system/computers/point of sales system
- Valid CA driver's license with a clean driving record
- Fluent in multiple languages is highly preferred
Desired Qualifications
- College degree
- Certification in CPR
- Ability to suggestively sell
- Previous guest relations training
- Experience using Opera
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.