Hospitality Director

Hospitality Director

The Hospitality Director is responsible for overseeing daily guest services operations and ensuring exceptional customer experiences across all touchpoints. This role leads hospitality staff, implements service standards, manages logistics, and fosters a welcoming environment that reflects the brand's values. The ideal candidate is a detail-oriented leader with a passion for service excellence, team development, and operational efficiency.

Key Responsibilities:

• Guest Experience & Service Delivery
• Ensure the highest standards of hospitality and customer service are delivered across all guest interactions.
• Address guest concerns, feedback, and special requests in a prompt and professional manner.
• Monitor and evaluate service quality, consistently improving the guest journey and satisfaction scores.
• Team Leadership & Development
• Recruit, train, schedule, and supervise front-of-house staff, including receptionists, hosts, concierge, and other guest service associates.
• Foster a positive team culture focused on accountability, professionalism, and service excellence.
• Conduct regular training on hospitality protocols, communication, and brand standards.
• Operational Management
• Oversee daily operations of guest-facing departments, ensuring smooth check-in/check-out, cleanliness, service efficiency, and presentation.
• Manage scheduling, inventory, supplies, and maintenance coordination for service areas.
• Support event setup, VIP services, group bookings, and special experiences as needed.
• Administrative & Financial Oversight
• Maintain accurate records of guest feedback, incident reports, and operational data.
• Monitor budgets, labor costs, and departmental expenses in collaboration with senior leadership.
• Collaborate with marketing, food & beverage, and events teams to support cross-functional initiatives.

Qualifications:

• Education & Experience
• Bachelor's degree in Hospitality Management, Business, or related field preferred.
• 4--6 years of hospitality or customer service experience, with at least 2 years in a supervisory or management role.
• Experience in hotels, resorts, wellness/spa environments, or luxury service settings is a plus.
• Key Skills & Competencies
• Strong interpersonal and communication skills with a guest-first attitude.
• Proven leadership abilities with a collaborative, hands-on management style.
• Excellent problem-solving, organizational, and time-management capabilities.
• Proficiency in hospitality systems (e.g., POS, PMS, CRM tools).

Essential Function - Seldom - Occasionally - Frequently

Stationary Position-- Sitting or Standing - X

Active Position-- Walking, jogging, running - X

Use of hands/fingers-- Operate, Use, Inspect, Place, Detect, Position, Prepare, activate - X

Climb/Balance-- Stairs, ladders, ropes, equipment, beams - X

Stoop/kneel/crouch or crawl-- Position self, move - X

Talk/hear-- communicate, detect, converse with, discern, convey, express oneself, exchange information - X

See --Detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, assess - X

Carry weight, lift-- Move, transport, position, put, install, remove -- 50 lbs or less - X

Carry weight, lift-- Move, transport, position, put, install, remove -- 50 lbs or more - X

Exposure to-- Exposed, work around, chemicals, odors, smells, noise, indoors or outdoors, heat, cool. - X

DISCLAIMER

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Job descriptions typically change over time as requirements and employee skill levels change. Supervisors may revise and/or add duties to reflect these changes. The Employer retains the right to change or assign other duties to this position.

Arch Amenities Group, LLC is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws. Arch Amenities Group, LLC is also committed to working with and providing reasonable accommodation to individuals with disabilities. Please let your recruiter know if you need accommodation at any point during the interview process.