Guest Services Director

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.Check out this video for more information on our great company!About our property:Embark on a vibrant career at Wyndham Boston Beacon Hill, where excellence is not just a goal but a promise to create extraordinary experiences! With 304 well-appointed guest rooms and eight versatile meeting spaces, totaling 5,678 sq ft, our hotel provides an inspiring workplace that seamlessly blends comfort, commitment, and a distinctive culture. What sets us apart? Our unwavering dedication to cultivating a positive workplace culture, comprehensive benefit plans, including a 401k with a company match, and enticing bonus programs designed to recognize your dedication. We are actively seeking talented individuals with a genuine passion for service to join our dynamic team. Our Core Values center around personal development, building a sense of community, and a sincere desire for the success of every team member. Be a part of a team where each member plays a pivotal role in delivering exceptional service and crafting memorable experiences for our guests. Explore the exciting career possibilities that await you with Pyramid Global Hospitality at Wyndham Boston Beacon Hill. Your journey towards a fulfilling career starts here!What you will have an opportunity to do:An Invitation to Build Something ExtraordinaryIn 2027, everything changes. We are not just renovating a hotel, we are reinventing what it means to welcome someone. Our property is undergoing a full-scale transformation into a lifestyle brand Tapestry by Hilton Hotel: a place where design, culture, community, and unforgettable human connections converge. Think less "traditional check-in counter" and more "the opening scene of the best trip of someone's life."We are looking for the leader who will architect that experience.This is not a role for someone who wants to maintain the status quo. This is for the hospitality visionary who has studied what the best lifestyle brands did to the lobby, to neighborhood culture, to the very idea of belonging, and who has been waiting for the chance to build something like that from the ground up, with the backing and infrastructure of Pyramid Global Hospitality's 230+ property portfolio.If you have ever looked at a hotel lobby and imagined it as a living room, a gallery, a gathering place, a stage, keep reading. This role was written for you.The Vision: From Hotel to Lifestyle DestinationLifestyle hospitality is the fastest-growing segment in the global hotel industry, and for good reasons. Today's travelers don't want a room. They want an identity. They want curated design, vibrant social spaces, locally rooted experiences, and service that feels intuitive, personal, and real. They want to belong somewhere, even if only for a night.Our 2027 transformation will reposition this 304-room property at the intersection of culture, design, and genuine hospitality. We are reimagining everything: the guest journey, the communal spaces, the service philosophy, the team culture, and the way guests feel from the moment they walk through our doors. We need a Director of Guest Services who does not just understand this shift, but who can lead it.About Pyramid Global HospitalityPyramid Global Hospitality is a people-first company managing over 230 properties worldwide. We are dedicated to creating a supportive, inclusive work environment that fosters diversity, growth, and wellbeing. We offer comprehensive health insurance, retirement plans, paid time off, on-site wellness programs, local discounts, and employee rates on hotel stays, plus ongoing training and development to help you build a career that matches your ambition.About PropertyOur hotel is a 304-room property currently set to transition to a lifestyle brand in 2027, with eight versatile meeting spaces totaling 5,678 sq ft, located in one of Boston's most historic and culturally rich neighborhoods. Our team lives by Core Values centered on personal development, community, and the genuine success of every team member. As we prepare for our lifestyle brand transition, we are actively building a team of passionate, forward-thinking professionals who see hospitality not as service delivery, but as the art of making people feel something.Your Role: Chief Architect of the Guest ExperienceAs Director of Guest Services, you will be the creative and operational force behind our guest experience transformation. You will design the service culture, build the team, set the standards, and create the moments that make guests come back, and tell everyone they know. This is where vision meets execution.Lead and Inspire the Guest ExperienceOwn the full guest journey, from pre-arrival communication through checkout and beyond, ensuring every touchpoint reflects warmth, intentionality, and the energy of a lifestyle brand.Reimagine the lobby and front-of-house experience as a living, social space, not a transactional checkpoint. Think buzzy café by day, cocktail destination by night, community hub always.Build and lead a high-performing Front Office, Concierge, and Bell Services team that delivers service with personality, cultural awareness, and genuine human connection, not scripts.Champion a service philosophy inspired by the best lifestyle and boutique brands: approachable luxury, anticipatory care, and the kind of warmth that cannot be faked.Drive guest satisfaction scores and convert feedback into bold, actionable improvements that push the experience forward.Create signature "wow" moments, the kind that end up on social media, in travel reviews, and in guests' memories for years. Position this property as a destination, not just a place to sleep.Operational Excellence with a Lifestyle EdgeOversee all daily Front Office operations, check-in/check-out, reservations, room assignments, guest inquiries, VIP protocols, and night audit, with the precision of a world-class operator and the instinct of a creative director.Manage departmental budgets, labor costs, and P&L performance. You deliver extraordinary experiences AND hit your numbers.Lead the implementation of new brand standards, technology systems, and guest-facing protocols as we transition to our lifestyle brand identity.Leverage technology to elevate, not replace, the human experience: mobile check-in, AI-driven personalization, digital concierge tools, and smart room integrations that feel seamless, not sterile.Ensure full compliance with all hotel, Pyramid Global Hospitality, and brand-specific policies, safety standards, and quality benchmarks.Identify and develop ancillary revenue streams, curated local experiences, premium upsells, event programming, that align with a lifestyle positioning and drive revenue beyond room nights.Build and Develop a Team That Embodies the BrandRecruit, hire, and retain talent that reflects the diversity, creativity, energy, and cultural intelligence of the lifestyle hospitality world. Your team will be the brand.Design and deliver training programs that go beyond technical skills, teach your people to read a room, tell a story, make a connection, and curate an experience.Foster a team culture rooted in ownership, pride, and creative freedom. In a lifestyle brand, every team member is an ambassador.Conduct meaningful performance evaluations, provide real coaching, and build career pathways that make people want to grow with us, not leave.Collaborate cross-functionally with Housekeeping, F&B, Sales, Marketing, and Engineering to deliver a seamless, integrated experience that feels effortless to the guest and intentional behind the scenes.Who You AreYou are a modern hospitality leader who brings vision, emotional intelligence, and operational rigor in equal measure. You do not just manage, you inspire. You understand that today's travelers are choosing experiences over amenities, identity over convenience, and belonging over luxury. You are as comfortable discussing design concepts and brand positioning as you are managing a P&L. You have been watching the lifestyle hospitality movement closely, and you are ready to be at the center of one.Required Qualifications3 to 5 years of progressive Front Office or Guest Services management experience in a full-service hotel environment.2+ years in a supervisory or director-level role overseeing multiple team members and operational functions.Demonstrated success in driving guest satisfaction results and leading teams through periods of change, rebranding, or brand transitions.Strong financial acumen with experience managing departmental budgets, labor optimization, and P&L accountability.Excellent communication, problem-solving, and conflict resolution skills, you bring clarity to complexity.Proficiency with property management systems (PMS) and hospitality technology platforms.Flexibility to work varied schedules, including weekends, holidays, and evenings as operational needs require.Preferred Qualifications, The Edge We're Looking ForExperience in a lifestyle, boutique, or design-forward hotel environment where guest experience is THE differentiator.A track record of leading or participating in a brand transformation, property repositioning, or lifestyle brand launch.Bachelor's degree in Hospitality Management, Business Administration, or a related field (equivalent hands-on experience valued equally, we care about what you've built, not just what's on paper).Familiarity with current hospitality technology trends: mobile check-in, AI-driven guest engagement, digital concierge tools, smart room technology, and social media as a service extension.A genuine passion for design, culture, community, and the art of hospitality, you stay current on what the best lifestyle brands are doing globally.Bilingual or multilingual proficiency is a plus, our guests come from everywhere.Why This Role. Why Now. Why You.Let us be direct: this is not a maintenance hire. This is a once-in-a-career transformation opportunity.In 2027, this property transitions from a traditional hotel into a lifestyle brand, and you will be the person who shapes what that means for every single guest who walks through our doors. You will have the autonomy to design the service culture, build the team, and write the operational playbook for a brand that does not exist yet. You are not inheriting someone else's vision. You are creating yours.You will have the full support of Pyramid Global Hospitality's resources, infrastructure, and 230+ property network behind you, but the canvas is yours.The leaders who built the most iconic lifestyle hotels in the world, the ones who transformed lobbies into living rooms, turned front desks into cultural concierges, and made guests feel like they belonged, they all started with a moment like this one.This is that moment. And we want to meet you.Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.What are we looking for?Compensation:$95,000$115,000Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations. #J-18808-Ljbffr BENCHMARK