Director of Guest Services ACCOR

As the Guest Services Director, you assume the primary role of orchestrating exceptional experiences for VIPs and all guests through meticulous preparation, warm professionalism, and seamless operational oversight. You ensure VIP arrivals are precisely managed from pre-arrival room allocation and tailored amenities to arranging welcoming touches like registration cards, room keys, and bespoke hospitality gestures. Your oversight continues through smooth, elegant check-in and check-out processes, accompanied escort services, and timely updating of guest profiles in the property management system. You maintain full control over financial operations cashiering, foreign exchange services, night audit coordination, and billing settlements while managing walk-in and after-hours reservations with poise.

Every guest interaction reflects your unwavering commitment to courtesy and attentiveness: from distributing key cards and safeguarding guest security, to ensuring the timely delivery of messages, mail, and packages. Whether staffing the information desk, business center, or foreign exchange counter, you respond promptly and knowledgeably to inquiries, always maintaining consistency with hotel pricing structures, packages, and discounts.

Continuous, discreet guest engagement is part of your daily rhythm whether checking in with VIPs via phone, handling shuttle arrangements with the bell desk, or monitoring and addressing unusual occurrences. You uphold impeccable presentation throughout the front office, stepping in to maintain operational flow, verify shifts and logbook entries, and prioritize outstanding tasks. You communicate proactively with Housekeeping and Food & Beverage regarding VIP room readiness, departures, and arrivals, and thoughtfully arrange celebratory touches bouquets, cakes, and cards for special occasions. A systematic guest relations report rounds out your day, ensuring that crucial information is relayed to the incoming shift so hotel operations remain flawlessly coordinated.

Essential Skills & Competencies

Competence with Property Management Systems (like Opera), reservation systems, CRM, and PMS is essential

Proficiency in budgeting, revenue planning, quality assurance processes, and data analysis is often required

Strong leadership abilities, team-building, conflict resolution, and effective communication are core to this role.

Hospitality leadership demands high emotional intelligence, decision-making under pressure, empathy, and adaptability

Demonstrated ability to manage guest expectations, resolve issues proactively, and conduct service recovery when required

Maintaining visibility in guest areas, ensuring service standards, and cultivating a culture of unreasonable hospitality are key expectations