Director of Guest Services

Director of Guest Services

Marin County, CA · Full-time · Onsite

About the job

Our client operates one of the most exclusive private retreat properties in Northern California, hosting corporate retreats, conferences and short-stay experiences for UHNW principals and family offices. As they enter an exciting new phase of growth, we're looking for a Director of Guest Services to lead guest-facing service delivery across the retreat and events calendar, ensuring every guest experience meets the exacting standards this clientele expects.

Guest Experience & Service Delivery

- Oversee guest services operations across events, conferences and short-stay programming

- Set and uphold service standards across every guest touchpoint

- Handle guest escalations with discretion and professionalism

Team Leadership & Staffing

- Lead, develop and manage the guest services team

- Manage event staffing structure, including scheduling and labor forecasting

- Build a team culture capable of delivering consistently exceptional service

Compliance & Standards

- Ensure compliance with relevant hospitality and labor standards

- Partner with senior leadership on service strategy and operational standards

Success Metrics

- Guest satisfaction maintained at the highest standard across all programming

- Staffing coverage and labor costs accurately forecast and managed

- Escalations resolved with full discretion and zero impact to guest relationships

Requirements

- 5+ years in guest services or hospitality operations leadership, ideally within corporate retreat, UHNW or boutique hospitality settings

- Bachelor's degree preferred

- Proven ability to lead and develop teams in a fast-paced, high-touch service environment

- Exceptional discretion and professionalism working with high-profile clientele

Salary: $180k base with $18k bonus (10%), plus a comprehensive benefits package.

Onsite role based in Marin County, California.

If you're ready to bring your expertise to one of the most exclusive hospitality operations in the country, we'd love to hear from you. Apply now to help shape the next chapter for our client in Northern California.