Job Overview
Employment Type
Full-time
Work Schedule
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional Development
Paid holidays
Job Description
BHC is a distinguished hospitality company dedicated to delivering exceptional luxury experiences to its guests. As a leader in the hospitality industry, BHC prides itself on maintaining the highest standards of service, comfort, and personalization across its diverse portfolio of properties. The company's commitment to excellence is reflected in every aspect of the guest journey, from the initial booking to the final farewell, ensuring that every stay is memorable and tailored to meet the individual preferences of each guest. With a focus on innovation, quality, and guest satisfaction, BHC fosters a collaborative work environment that values creativity, professionalism, and continuous... Show More
Job Requirements
- Bachelor's degree or equivalent experience in hospitality or related field
- extensive experience in luxury hospitality guest services
- proven leadership and team management skills
- strong strategic thinking and decision-making abilities
- excellent communication skills both written and verbal
- proficiency with guest data management and CRM systems
- demonstrated ability to handle high-pressure and multitasking environments
- exceptional organizational skills and extreme attention to detail
- experience with service audits and quality assurance metrics
- strong customer service orientation
- ability to build and maintain relationships with internal departments and external partners
Job Qualifications
- Bachelor's degree or equivalent experience in hospitality or related field
- extensive experience in luxury hospitality guest services
- proven leadership and team management skills
- strong strategic thinking and decision-making abilities
- excellent communication skills both written and verbal
- proficiency with guest data management and CRM systems
- demonstrated ability to handle high-pressure and multitasking environments
- exceptional organizational skills and extreme attention to detail
- experience with service audits and quality assurance metrics
- strong customer service orientation
- ability to build and maintain relationships with internal departments and external partners
Job Duties
- Designs and implements a luxury guest experience strategy that aligns with brand standards and delivers on emotional, personalized service
- leads internal daily meetings and partners with department heads (Rooms, Housekeeping, F&B, Spa, Sales) to ensure seamless execution of service at every touchpoint
- personally manages and oversees VIP, repeat, and high-value guests, ensuring a tailored, high-touch experience
- leverages guest data and profiles to anticipate preferences and personalize pre-arrival, in-stay, and post-departure touchpoints
- leads the delivery of signature guest experiences, such as customized welcome, curated itineraries, and surprise-and-delight moments
- monitors and analyzes guest satisfaction metrics (e.g., LQA scores, Forbes standards, online reviews, internal surveys)
- leads continuous service improvement initiatives based on guest feedback and luxury hospitality benchmarks
- conducts regular service audits and standards checks, including mystery guest evaluations and daily guest profile reviews
- acts as a point of escalation for guest issues, working with teams to recover and redirect the guest experience
- ensures flawless execution of arrival and departure experiences (greetings, in-room check-in, farewell gifts, etc.)
- maintains strong relationships with external partners (e.g., chauffeurs, personal shoppers, local artisans) to elevate guest offerings
- works at the busiest time including evenings, weekends, holidays while properly leading the team
- understands what objectives are important to the hotel and ensures the entire team is focused on exceeding expectations
- treats guests, team members and third-party vendors with courtesy, respect, and dignity
- practices preventative safety procedures daily
- must maintain stability, dependability, and professionalism when faced with changing, stressful, and challenging situations
- advocates for City Club Membership
- performs other duties as assigned for the operation
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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