Director of Guest Services

Company Description

Sprung from the site of a fallow tree nursery, Wildflower Farms, Auberge Collection is a 140-acre retreat in New York's Hudson Valley, just 90 minutes from New York City. Anchored by its namesake farm with orchards, heirloom gardens, and animals, the retreat offers immersive seasonal experiences like foraging walks, cooking workshops, and healing sessions. A three-mile walking trail links 65 stand-alone cabins, cottages, and suites with the Movement Studio and Maplehouse, a lofty barn home to a dynamic cooking school.

Job Description

The Director of Guest Services at Wildflower Farms plays a vital role in elevating the guest experience by overseeing the Itinerary Design, Front Office, and Bell & Valet teams. This leader will be responsible for ensuring every guest receives a personalized, seamless, and memorable experience from the moment they arrive to the moment they depart. A key focus of this role is managing, training, and developing a high-performing team, delivering top-tier luxury services, and ensuring the resort's guest service standards are met consistently.

Itinerary Design & Personalized Guest Experience:

• Oversee the Itinerary Design team, ensuring all guests receive tailored, luxury itineraries that reflect Wildflower Farms' offerings and the guests' unique preferences.
• Collaborate with the Concierge team to create bespoke experiences for guests, including curated dining, wellness activities, outdoor adventures, and local excursions.
• Monitor guest feedback to continually refine and improve itinerary offerings, maintaining a high standard of excellence in personalized services.

Front Office Operations:

• Lead the Front Office team, ensuring smooth check-in and check-out processes while delivering exceptional, personalized service to each guest.
• Monitor guest arrivals, departures, and any special requests to ensure prompt and seamless coordination with all departments.
• Develop and implement front desk procedures, training the team to anticipate guest needs and handle guest inquiries, complaints, and requests efficiently and courteously.
• Work closely with the housekeeping and maintenance departments to address any guest concerns regarding room readiness, amenities, or facility upkeep.

Bell & Valet Team Management:

• Supervise the Bell and Valet teams to ensure prompt, courteous service, offering assistance with luggage, transportation, and guest needs.
• Develop and enforce standard operating procedures for Bell and Valet staff, ensuring efficiency and high standards in guest interactions.
• Maintain a strong knowledge of local transportation options, airport transfers, and events, ensuring guests' travel needs are met seamlessly.

Staff Leadership, Training, and Development:

• Lead, train, and mentor the Guest Services team, including Front Office, Bell, Valet, and Itinerary Design staff, ensuring they maintain a consistent, luxury service approach.
• Create and deliver ongoing training programs focusing on luxury service standards, guest engagement, and hospitality best practices.
• Foster a positive, collaborative, and results-driven team culture that upholds the values of Wildflower Farms: warmth, excellence, and respect for nature.
• Conduct regular performance reviews, set development goals, and encourage continuous improvement within the team.

Guest Relations & Problem Resolution:

• Serve as the primary point of contact for guest concerns, ensuring swift and effective resolution to any issues or complaints.
• Anticipate guest needs and proactively address concerns, creating positive, lasting impressions that drive loyalty and return visits.
• Maintain a guest feedback system, tracking responses, identifying areas of improvement, and implementing strategies to continually elevate the guest experience.

Collaboration & Cross-Departmental Coordination:

• Work closely with the Food & Beverage, Housekeeping, Spa, and Experiences teams to ensure cohesive, seamless service across all touchpoints of the guest experience.
• Act as the liaison between departments, ensuring clear communication, efficiency, and an overall seamless experience for guests.
• Participate in strategic planning meetings to align guest services operations with the resort's overall objectives.

Luxury Services and VIP Management:

• Ensure a high standard of luxury service for Notable Guests and high-profile guests, creating bespoke experiences to meet their unique needs and preferences.
• Collaborate with the Executive Team to identify and implement luxury enhancements to the guest experience, further distinguishing Wildflower Farms as a top-tier destination.

Pay Range: $90,000/year - $100,000/year

Qualifications

• Minimum of 3 years in a luxury resort/hotel environment, with a focus on leading a team in guest services, front office, and luxury services.
• Proven experience in managing and developing a high-performing team, with a strong focus on customer service excellence and training.
• Background in luxury service training, with knowledge of industry best practices for delivering personalized, exceptional guest experiences.
• Excellent communication, leadership, and interpersonal skills with the ability to inspire and motivate a team.
• Strong problem-solving skills and the ability to handle guest concerns with professionalism and discretion.
• Exceptional organizational skills, with the ability to manage multiple priorities and ensure smooth operational flow.
• Ability to work in a fast-paced, high-pressure environment while maintaining attention to detail and a calm demeanor.
• High proficiency in guest management software and general office tools
• A high school diploma or equivalent required. A degree in Hospitality Management or a related field is preferred.
• Availability to work flexible hours, including weekends and holidays.
• A passion for providing extraordinary guest service and ensuring every guest has a unique, memorable stay.

Additional Information

About Auberge Collection
Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world's most desirable destinations.

For more information: auberge.com

Connect with Auberge Collection on Instagram, TikTok, Facebook, and LinkedIn @Auberge and #AlwaysAuberge

About Friedkin
Friedkin is a privately held family of global brands spanning automotive, entertainment, hospitality, investments, and sports.

Founded in 1969 and headquartered in Houston, Texas, the company is led by Chief Executive Dan Friedkin, and united by a mission to build breakthrough brands that redefine the status quo.

The Friedkin portfolio includes Gulf States Toyota, 30WEST, Accelerated Solutions Group, AS Roma, Ascent Automotive Group, Auberge Collection, Congaree, Copilot Capital, Diamond Creek, Everton Football Club, GSFSGroup, Imperative Entertainment, Legendary Expeditions, NEON, Northside Lexus, Pursuit Sports, The Friedkin Group International, USAL and Westside Lexus.

For more information, please visit

Shinrin Yoku LLC is an Equal Opportunity Employer, M/F/D/V. Shinrin Yoku LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Shinrin Yoku LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.