Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $66,311.07 - $78,023.91
Work Schedule
Standard Hours
Day Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
wellness programs
Job Description
Hotel Viata is a distinguished luxury hospitality establishment known for its seamless blend of wellness, comfort, and exceptional guest services. Located in a vibrant community, the hotel has garnered acclaim for providing a rejuvenating retreat for guests seeking both relaxation and high-end amenities. The hotel features well-appointed guest rooms, a world-class spa named Spa Viata, and a front office that prides itself on delivering top-tier hospitality experiences. The company culture emphasizes excellence, attention to detail, and a strong commitment to guest satisfaction, making it a leader in the luxury hotel sector.
The Director of Guest Services at Hotel ... Show More
The Director of Guest Services at Hotel ... Show More
Job Requirements
- Bachelor's degree in hospitality management or related field preferred
- Minimum 5 years of experience in guest services or spa management
- Experience leading teams in a luxury hotel or spa environment
- Strong organizational and multitasking abilities
- Excellent customer service and communication skills
- Ability to work flexible hours including weekends and holidays
- Proficiency in hotel management software and Microsoft Office
- Valid certifications or licenses for spa operations as required
- Ability to handle emergency situations and act as MOD when necessary
Job Qualifications
- Bachelor's degree in hospitality management or related field preferred
- Proven leadership experience in luxury hotel guest services or spa operations
- Strong knowledge of front office and spa industry standards
- Excellent communication and interpersonal skills
- Ability to lead, motivate, and develop diverse teams
- Proficiency with budgeting and financial management
- Experience with staff training and development
- Strong problem-solving and service recovery skills
- Familiarity with wellness programming and spa treatments
- Ability to manage multiple priorities in a fast-paced environment
Job Duties
- Ensure seamless service across the front desk, bell/valet, and spa teams to deliver an elevated, cohesive guest journey
- Act as a visible leader in the lobby and spa, engaging regularly with guests and resolving service recovery opportunities quickly and professionally
- Champion wellness as a key component of the Viata guest experience, integrating spa offerings into the broader hospitality flow
- Directly manage Front Office and Spa leadership, including supervisors, spa technicians, front desk agents, and attendants
- Oversee recruitment, onboarding, training, and performance development for all guest services and spa roles
- Ensure spa and front office teams are educated in brand standards, safety protocols, treatment knowledge, and service recovery best practices
- Lead by example, modeling professionalism, empathy, and accountability in daily operations
- Oversee the scheduling, treatment menu, vendor partnerships, and wellness programming at Spa Viata
- Maintain proper inventory of spa products and retail merchandise
- review usage, waste, and par levels monthly
- Ensure the spa environment is consistently clean, serene, and aligned with brand expectations
- Coordinate with massage therapists, estheticians, and spa attendants to ensure timely service flow and an exceptional guest experience
- Implement seasonal promotions and support marketing efforts for spa packages, treatments, and special events
- Ensure accurate guest check-in/check-out processes, room assignment, billing procedures, and VIP handling
- Manage room blocking, early arrivals, and special request fulfillment in partnership with Housekeeping and Sales
- Support the valet and bell teams in providing timely, personalized service with attention to detail
- Partner with Accounting to develop and manage departmental budgets, labor forecasting, and spa retail performance
- Track and analyze treatment revenue, occupancy trends, guest satisfaction, and retail sales to support decision-making
- Ensure spa and front office teams are trained to meet or exceed upsell and service revenue goals
- Maintain compliance with PHG policies, local health regulations, and all Spa Viata treatment protocols
- Ensure spa treatment certifications, licenses, and sanitation procedures remain up to date
- Serve as MOD (Manager on Duty) as scheduled and respond to property-level emergencies as needed
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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