JOB SUMMARY

The Guest Service Director will oversee all guest service operations, ensuring each guest receives an exceptional and personalised experience that reflects the high standards of Rudding Park. As a key member of the leadership team, this role requires an individual with a passion for luxury hospitality, operational excellence, and a collaborative approach to team management.

QUALIFICATIONS

• EXPERIENCEA minimum of 5 years of experience in a senior guest service or management role within the luxury hospitality industry, with at least 3 years in a leadership position.

SKILLS & COMPETENCIES

• Strong leadership and team management skills, with the ability to motivate and develop staff in a luxury hospitality environment.
• Excellent interpersonal and communication skills, capable of engaging with both high-profile guests and team members.
• In-depth knowledge of luxury service standards, guest service technology, and best practices.
• Proven ability to work collaboratively with senior management, including the Operations Director and Commercial Director, to achieve organisational goals.
• Proven experience in managing VIP guests and delivering bespoke, high-level services.
• Demonstrated ability to make informed, cross-functional decisions that positively impact both guest experience and resort operations.
• Exceptional problem-solving and decision-making skills, especially in high-pressure situations.

GENERAL

Be responsible for Health and Safety as an individual and also work colleagues, guests and the business, reporting concerns through the Health and Safety processes and procedures.
Ensure continuous professional development of self, including attending required training courses and seeking means of developing within the business
Promote continuous improvement in the level of quality and customer care provided by the business and make proposals/suggestions where applicable
Respect colleagues and the working environment at all times.
Ensure high standard of dress and self-presentation within the working environment
Undertake any other duties commensurate within the position for which you are qualified.

• LEADERSHIP & TEAM MANAGEMENTLead, inspire, and develop a team of guest service professionals across various departments, including concierge, front desk, valet, and guest relations. Cultivate a positive and service-driven culture with a focus on collaboration, accountability, and guest satisfaction.
• COLLABORATION WITH SENIOR LEADERSHIP TEAMWork closely with the Operations Director and Commercial Director to align guest service strategies with the overall goals of the resort. Collaborate with senior management to ensure seamless communication and coordination across all departments to deliver a consistent and integrated guest experience.
• VIP MANAGEMENTEnsure the seamless and exceptional service of VIP guests, maintaining discretion and attention to detail to create memorable experiences. Manage all aspects of VIP arrivals, requests, and special services, ensuring Rudding Park maintains its reputation for luxury service.
• GUEST EXPERIENCE OVERSIGHTMaintain a hands-on approach to guest service, ensuring that all interactions exceed the expectations of our guests. Address guest concerns or special requests with discretion and professionalism, ensuring the highest level of satisfaction at all times.
• SERVICE INNOVATIONContinuously seek innovative ways to enhance the guest experience through personalised services, new offerings, and luxury amenities. Stay informed about industry trends and introduce fresh ideas to elevate the guest journey.
• GUEST FEEDBACK & QUALITY CONTROLMonitor and analyse guest feedback, both online and through direct interactions, to ensure that we are consistently meeting and exceeding guest expectations. Take corrective actions where necessary and implement improvements based on guest insights.
• CROSS-FUNCTIONAL DECISION MAKINGParticipate in cross-functional decision-making, collaborating with key departments (such as operations, commercial, food and beverage, and sales) to drive initiatives and improvements that impact the overall guest experience and resort operations. Ensure guest service priorities are aligned with broader resort goals.
• STAFF TRAINING & DEVELOPMENTOversee the recruitment, training, and development of the guest services team. Create and implement training programmes to enhance team skills, product knowledge, and service standards. Foster a culture of continuous learning and improvement.
• BUDGET & RESOURCE MANAGEMENTManage the guest services department budget, ensuring effective resource allocation and cost control without compromising the quality of service. Implement strategies to enhance department performance while adhering to budgetary guidelines.
• EMERGENCY & CRISIS MANAGEMENTLead in handling guest-related emergencies, ensuring that all situations are resolved promptly and with the utmost care. Work closely with senior management to ensure that Rudding Park’s safety and security standards are upheld