Director of Guest Services

Our client operates one of the most exclusive private retreat properties in Northern California, hosting corporate retreats, conferences and bespoke events for UHNW principals, founders, investors and family offices. As they enter an exciting new phase of growth, we’re looking for a Director of Guest Services to design and deliver the experiences that make this place unforgettable, and to lead the team that brings them to life. This is a creative, hands-on leadership role. You’ll turn a client’s vision into a flawless event and then make sure the people behind it are scheduled, trained and ready to deliver. Event & Experience Design Create bespoke events and guest programming tailored to each client, in line with the property’s brand and standards Partner with the sales and operations teams to shape experiences from first conversation through to delivery Bring fresh ideas, new formats and creative service solutions to a clientele that expects something exceptional Guest Experience & Service Delivery Oversee guest services across events, conferences and short-stay programming Set and uphold service standards at every guest touchpoint Handle escalations and service recovery with discretion and professionalism Lead, develop and mentor the guest services team, including managers, coordinators and on-call staff Manage event staffing, scheduling and labor forecasting for every phase of an event Recruit, train and coach team members, building a culture of accountability and excellent service Budget, Compliance & Standards Own the department budget and event labor costs, and identify opportunities to improve efficiency Manage vendor and contractor relationships Ensure compliance with hospitality, health and safety and labor standards Partner with senior leadership on service strategy and operational standards Success Metrics Guest satisfaction maintained at the highest standard across all programming Events designed and delivered to the client’s brief, with repeat business and referrals Staffing coverage and labor costs accurately forecast and managed Escalations resolved with full discretion and zero impact on guest relationships Requirements 5+ years of leadership in guest services, event planning or hospitality operations, ideally in luxury, UHNW, corporate retreat or boutique settings A track record of creating memorable, bespoke events for luxury or high-profile clients Proven ability to lead and develop teams in a fast-paced, high-touch environment Strong financial acumen, including budgeting and labor cost control Exceptional discretion and professionalism with high-profile clientele Reliable transportation, as the role is onsite in Marin County Salary: $180k base with an $18k bonus (10%), plus a comprehensive benefits package. Due to the high volume of applications, if you haven’t heard from us within two weeks, please assume you have been unsuccessful on this occasion. #J-18808-Ljbffr