Director of Guest Services

$65k - $75k

Mirbeau Inn and Spa Rhinebeck

Plymouth, MA

At Mirbeau, we've spent more than 25 years delivering award-winning hospitality rooted in wellness, care and excellence. As a Forbes-rated, family-owned company, we're committed to creating a workplace where our people feel supported, respected and empowered to grow. That's why health, balance and well-being are core values in everything we do.

The Guest Services Director oversees the front desk team, collaborates with different departments, and ultimately ensures each guest journey is smooth, personal and memorable, with each arrival and departure reflecting Mirbeau's signature hospitality, and the exceptional, curated experiences we're known for. Our ideal candidate is a charismatic, articulate leader with experience in hotel or spa operations. They bring impactful leadership that elevates both team performance and the guest experience.
50 rooms
Pay Rate: $65,000-$ 75,000 per year

Job Responsibilities:

Guest Service & Operations

Leadership & Culture

Lead, coach, and support the Guest Services team in delivering consistent, exceptional service aligned with Forbes and Mirbeau standards

Foster a positive, professional, and guest-focused culture

Collaborate with Human Resources on interviewing, hiring, and team development as well as disciplinary actions when needed

Ensure team members meet appearance, uniform, and grooming standards at all times

Serve as a working leader, stepping into Guest Services roles when needed to support the team

Communication & Collaboration

Maintain open, effective communication with all departments to support seamless operations

Work closely with Housekeeping & Facilities to ensure timely and accurate room status updates

Communicate with Spa and Food & Beverage departments to ensure accurate billing and folio transfers

Ensure critical guest and operational information is clearly documented and communicated through pass-on logs and internal systems

Administrative

Oversee inventory of front office supplies and guest amenities

Create, manage, and adjust Front Desk and Bell person schedules based on occupancy, business levels, and special events

Ensure full compliance of Mirbeau policies, procedures, and service standards consistently and professionally

Additional Responsibilities

Support Guest Service Agents and Front Desk Associates by stepping in as a working agent when necessary

Attend and contribute to meetings as required

Perform other duties as needed in support of resort operations and the overall guest experience

Qualifications, Skills & Educational Requirements:

Experience & Background

Previous experience in hotel, resort, or spa operations, with a strong understanding of front office procedures and guest service standards

Proven supervisory or team leadership experience, ideally within an elevated hospitality setting

Familiarity with Property Management Systems (PMS) and other hotel software applications is highly desirable

Demonstrated success in coordinating across departments to support seamless guest experiences
Guest Service & Communication

A genuine passion for hospitality and a deep commitment to guest satisfaction, with the ability to create warm, thoughtful, and memorable experiences

Exceptional communication skills, both verbal and written, with the ability to convey information clearly and professionally

The ability to engage graciously and effectively with guests, colleagues, and leadership at all levels

Professional Presence & Demeanor

A polished, professional, and well-kept appearance in line with elevated hospitality standards

A calm and welcoming presence, with the ability to navigate guest interactions with empathy and efficiency

A naturally pleasant and charismatic demeanor, with the ability to foster trust and ease in every interaction

Organizational & Operational Skills

Strong organizational and multitasking skills, with the ability to manage multiple priorities in a fast-paced environment

Attention to detail and the ability to remain composed under pressure

Experience leading or assisting with front desk operations, including scheduling, check in/check out procedures, and team coordination

Technical Proficiency

Proficiency in computer systems and hotel-related software; experience with PMS platforms is preferred

Ability to answer guest inquiries, manage reservations, and support administrative needs efficiently and accurately

Physical Requirements

Ability to stand for extended periods and maintain energy, focus, and professionalism throughout the shift

Physical stamina to thrive in a dynamic, guest-facing environment
Employee Perks and Company Incentives:

Discounted rates for services and retail items within the spa!!

401K with company match

Medical, Dental, Vision and Life Insurance Plan

Employee Assistance Program and Resources

Paid time off for full-time AND part-time employees!!

Holiday Pay

Career advancement potential within the company

Anniversary Program!!

Work Performance Incentives

And more!!!

Are you ready to lead where only the best of the best belong?

Come find your balance- and your future- with us.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Apply

Vacancy posted 4 days ago

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