Director of Guest Services

Company Description

A beloved local landmark for over 150 years, White Barn Inn, Auberge Collection is synonymous with warm New England hospitality, rustic charm, and uncompromising attention to detail. Just a 90‑minute drive north of Boston in the charming coastal town of Kennebunk, Maine, the 28‑room property is renowned as one of the country’s most distinctive getaways offering supreme levels of quality, luxury, and gracious service.

The hotel’s four waterfront cottages and one‑of‑a‑kind houseboat boast coastal views and access to White Barn Marina. Amenities include an outdoor infinity pool, an award‑winning spa, two restaurants, convenient access to fine shopping and art galleries in Kennebunkport, and a variety of experiences from bike riding to local apple orchards to traditional Maine lobster bakes. The White Barn Restaurant, a culinary legend, Forbes Five‑Star and AAA Five‑Diamond fine‑dining destination, offers seasonal, contemporary New England cuisine while the new Little Barn is a casual eatery highlighting the local Maine farmstead and fisheries to the table in flavorful, approachable dishes.

In summer 2020, White Barn Inn unveiled a property‑wide redesign led by New York‑based Jenny Wolf Interiors that refreshed guest rooms and public spaces with playful contemporary touches and elements from local Maine purveyors. For more information:  Follow White Barn Inn on Facebook and Instagram @White Barn Auberge . Job Description

Role Summary

The Director of Guest Services at The White Barn Inn plays a vital role in elevating the guest experience by overseeing the Concierge, 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.

• Personalized Guest
  
  Experience:
  
  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.

• 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.

• 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.

• Lead, train, and mentor the Guest Services team, including Front Office, Bell, Valet, and Concierge team, 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 The White Barn Inn: warmth, excellence, and respect for nature.
• Conduct regular performance reviews, set development goals, and encourage continuous improvement within the team.

• Serve as the primary point of contact for guest concerns, ensuring swift and effective…