Director of Guest Services

The Director of Guest Experience is a dynamic hospitality leader responsible for delivering exceptional guest experiences while overseeing all Front Office operations. This role requires a strategic, service-driven professional who thrives in a luxury environment and is passionate about cultivating a culture of excellence, accountability, and personalized hospitality in a Forbes Five-Star intended environment. Why The Global Ambassador Competitive compensation Comprehensive benefits available for team members working 25+ hours per week, including medical, dental, vision, and more Retirement savings program with company match Paid time off Join an award-winning luxury destination celebrated for exceptional service, thoughtful design, and extraordinary guest experiences Collaborate with a passionate team dedicated to redefining modern hospitality in Phoenix Growth opportunities within an expanding and innovative hospitality collection Opportunities for career growth within a forward‑thinking, rapidly expanding hospitality brand Who We Are Hospitality refined for a global mindset. The Global Ambassador is an internationally inspired luxury hotel created by hospitality visionary Sam Fox and the flagship property of Author & Edit, a growing collection of distinctive hospitality experiences. Situated at the crossroads of Phoenix, Scottsdale, and Paradise Valley, our 141-room destination seamlessly blends inspired design, world-class dining, elevated wellness, and personalized service. Recognized with a MICHELIN Key in both 2024 and 2025 and named among Esquire’s Best New Hotels in the World and Condé Nast Traveler’s Hot List, The Global Ambassador offers six original dining concepts, an exclusive members club, and a bespoke wellness experience featuring a state-of-the-art fitness center and luxury spa. We are committed to creating unforgettable moments that inspire our guests and our team alike. What You’ll Do Lead and oversee all Front Office operations, including Front Desk, Concierge, PBX, Bell and Valet Champion an elevated guest journey experience that reflects the luxury standards of The Global Ambassador Develop and execute strategies that enhance operational efficiency, optimize resources, maximize revenue opportunities, and elevate guest satisfaction Establish, implement, and maintain luxury service standards, ensuring consistent execution of policies, procedures, and brand expectations Monitor departmental performance, financial results, and guest feedback, adjusting strategies as needed to achieve operational and budgetary goals Partner closely with hotel leadership and cross‑functional departments to ensure seamless daily operations and an exceptional guest journey Lead with professionalism, emotional intelligence, and accountability while embracing open communication and continuous improvement Serve as a visible and approachable leader, actively engaging with guests and team members to create memorable experiences Maintain a strong understanding of the local community, attractions, and luxury travel landscape to enhance guest recommendations and personalized service Proven track record of success in meeting set goals while adhering to budget restrictions and ability to quickly adjust strategies/plans whenever deemed necessary Who You Are Minimum of 5 years of progressive leadership experience in hotel operations, within a luxury hospitality environment Demonstrated success leading Front Office operations and achieving financial and guest satisfaction goals Forbes Five Star standards knowledge is preferred Strong business acumen with experience managing budgets, forecasting, and operational performance metrics Exceptional leadership, coaching, and team development skills Outstanding communication and interpersonal abilities with meticulous attention to detail Ability to adapt quickly, make sound decisions, and perform effectively in a fast‑paced luxury hospitality environment Knowledge of the Phoenix, Scottsdale, and Paradise Valley markets is preferred Passion for delivering personalized service and creating memorable guest experiences The Global Ambassador is an Equal Opportunity & E- Verify Employer. Proof of eligibility to work in the United States is required. We use eVerify to confirm U.S. Employment eligibility. Compensation: Competitive salary #J-18808-Ljbffr