Assistant Guest Service Director

Company Description

Fairmont El San Juan Hotel, where lively vibes and peaceful ocean views meet. Located minutes from Old San Juan, on the award-winning Isla Verde Beach in Puerto Rico. The resort features four pools, villa rooms, live entertainment, a Well & Being Spa and Fitness Center, paddleboards, luxury cabanas, signature dining at Caña, El San Juan Beach Club, Meat Market, Riva and Chandelier Bar featuring a 7,000 Crystal Chandelier.

What is in it for you

• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activitie

Job Description

The Assistant Guest Services Director is responsible assisting the Guest Services Director for creating exceptional and memorable guest experiences by leading service-focused teams, fostering a culture of hospitality excellence, and ensuring every guest interaction reflects the organization's commitment to quality, care, and personalized service. This leadership role manages Guest Relations, Concierge, VIP Services, Bell Services, Transportation Services, and other guest-facing operations.

Qualifications

QUALIFICATION STANDARDS

EDUCATION & SKILLS

• Bachelor's degree in Hospitality Management, Business Administration, Hotel Management, or a related field preferred.

EXPERIENCE

• At least 3 years of leadership experience managing guest-facing departments.
• Luxury hotel, resort, or upscale hospitality experience preferred.

SKILLS & COMPETENCIES

• Exceptional guest service and hospitality mindset.
• Strong leadership and team development abilities.
• Excellent communication and interpersonal skills.
• Advanced conflict resolution and service recovery skills.
• Strong organizational and problem-solving capabilities.
• Ability to analyze guest feedback and implement service improvements.
• Ability to remain calm and professional in high-pressure situations.

PHYSICAL REQUIREMENTS:

• Ability to stand and walk for extended periods.
• Ability to work flexible schedules including evenings, weekends, and holidays.
• Ability to respond to guest and operational emergencies as needed.

CORE COMPETENCIES

• Guest Focus
• Emotional Intelligence
• Leadership & Team Development
• Service Excellence
• Problem Solving
• Communication
• Accountability
• Adaptability
• Collaboration

Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.