Associate Director of Guest Services

Job Summary

A company is looking for an Associate Director of Guest Services to lead and innovate virtual hospitality services.

Key Responsibilities

• Oversee guest-facing service and virtual property operations teams, implementing strategies to enhance guest satisfaction
• Build scalable systems for real-time service delivery and ensure accountability for performance metrics
• Leverage analytics to track efficiency and improve guest experiences through data-driven decision-making

Required Qualifications

• 8+ years of leadership experience in hospitality, guest service, or operations
• Experience managing senior managers and overseeing distributed teams of 30+ members
• Proven success in managing contracted labor and virtual service teams
• Strong data fluency, with experience in building and interpreting dashboards in BI tools
• Expertise with CRM platforms such as Kustomer or Gladly