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Director of Guest Services

Qualified Staffing Adairsville, GA
  • Expired: over a month ago. Applications are no longer accepted.


Daily Operations

  • Develop and maintain gracious and efficient front desk and outside service standards, processes and procedures
  • Ensure daily duties are performed by departmental colleagues in a timely manner and in accordance with departmental SOPs. This will typically happen through appropriate hiring, training, scheduling and coaching. In situations where we are short staffed or have high business demands this could mean assisting subordinates in their roles or performing their duties
  • Observe the flow of guest and colleague activity, developing and/or updating processes and policies for continuous improvement
  • Establish positive relationships with the guests and vendors, handling all guest interactions with the highest level of hospitality and professionalism, accommodating. special requests whenever possible
  • Resolve and respond to all guest complaints, concerns and criticism using the established Guest Opportunity Process and Empowerment Guidelines. Ensure all guest opportunities are reported through the Guest Opportunity Log
  • Liaise with the Recruiting Manager to effectively recruit, screen, interview and hire the best possible candidates for open positions
  • Ensure VIPs, early arrivals and special guests are appropriately blocked and communicated to the team.
  • Ensure room moves and guest relocations are well orchestrated
  • Liaise with other departments with regards to guest requests and expectations, following up on requests to ensure satisfaction
  • Liaise with Sales and Conference Services to ensure group arrivals, departures, special requests and billing are performed flawlessly
  • Maintain security of keys, banks and guest items; ensure all lost and found goods are reported and stored in accordance with resort standards
  • Carry out systematic checks of facilities, equipment and vehicles for maintenance requirements, repairs or refurbishing
  • Maintain acceptable level of required supplies, following established PO standards
  • Ensure that all facilities including back of house areas, restrooms, porches and driveways are tidy and attractive as well as golf carts and transportation vehicles

Financial Management

  • Ensure financial goals are met and expenses are kept within budgetary limits
  • Produce effective staff schedules, monitoring and adjusting staffing levels to meet guest and budgetary expectations
  • Submit reports, inventories, purchasing records and payroll in an accurate and timely manner
  • Knowledge/Learning Expectations
  • Be intimately familiar with the entire property, all of its amenities and its history
  • Be extremely well versed with the standard operating procedures for all areas of oversight, having a complete working knowledge of the duties performed by all subordinate positions
  • Complete certifications (where they exist) for any subordinate position within the scope of oversight
  • Have a detailed knowledge of safety and security practices and emergency/accident procedures
  • Have a detailed knowledge of resort and human resources policies and practices
  • Participate in ongoing Leadership training

Working Expectations

  • Communicate and uphold a departmental vision that is aligned with the Resort Manifesto
  • Create an atmosphere of ongoing training and development, with continuous coaching
  • Address violations of policy or service issues, swiftly and in accordance with resort corrective action standards; provide additional training, corrective action, commendation and/or promotion as necessary
  • Maintain a working environment where all colleagues feel comfortable addressing their concerns; foster a respect for and follow the appropriate chain of command in addressing issues
  • Attend leadership team meetings and other meetings as required
  • Participate in resort team building activities and industry events as required
  • Regular and predictable attendance
  • Demonstrates flexibility and willingness to step out of comfort zone to support team and goals

Managing People

  • Understands and communicates the resort's vision and team's role in supporting it
  • Sets clear expectations and goals; regularly observes and evaluates performance
  • Fairly and consistently recognizes and rewards specific individual and team accomplishments
  • Works effectively to prevent and resolve conflicts


  • Inclusive and equitable in dealings with all colleagues
  • Treats others with dignity and respect; appreciates the contributions of all individuals to service goals


  • Creates a positive and motivating work environment
  • Assists others in developing skills and knowledge
  • Self-aware; open to assistance and to feedback from others

Position Requirements:

  • Two or more years of experience as a Manager or Director in a luxury hotel or resort environment
  • Experience with revenue and expense management
  • Strong customer service orientation/member and guest relation skills
  • Excellent interpersonal, communication and listening skills
  • Capable of managing multiple priorities, working independently, taking initiative while motivating and managing others
  • Computer skills, including the use of Microsoft Word, Excel and Outlook required. Facility in Maestro PMS an asset
  • Ability to respond properly in any emergency or safety situations
  • Must be able to work a flexible scheduled including weekends and holidays

Qualified Staffing

Why Work Here?

We go to work for you!

Qualified Staffing was established in 1988 and is one of the leading employment firms specializing in education, industrial, and clerical staffing. With over 30 offices in ten different states, we are looking for great candidates to add to our growing team.


Adairsville, GA
30103 USA