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, coastal views, an award-winning spa, two restaurants, convenient access to fine shopping and art galleries in Kennebunkport, as well as 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.

Core Responsibilities

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.

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 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.

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…