Director of Guest Services

About Us:

Chelsea Hospitality Group (CHG) is a family-owned hospitality company based in New Jersey, dedicated to creating world-class food and beverage experiences. CHG’s latest project in Morristown, NJ involves managing multiple food and beverage outlets within a sustainably built, mixed-use property. These outlets include a ground-floor restaurant, conference catering, pantry services, and pop-up concepts.. We are committed to providing an outstanding guest experience and are seeking a dynamic and bilingual Director of Guest Services to lead our team. The ideal candidate will possess a deep understanding of world-class hospitality, specifically in hotels, and will bring expertise in managing and enhancing guest services in a luxury setting.

Job Overview:

The Director of Guest Services will play a crucial role in ensuring an exceptional experience for all guests, from the moment they arrive to the moment they leave. You will lead and supervise the guest services team, ensuring that all staff are trained to provide outstanding service in line with Chelsea Hospitality Group's standards. You will collaborate closely with other department heads to create seamless, personalized, and memorable guest experiences. Your expertise in world-class hospitality and fluency in both French and English will be critical in ensuring that our clientele feels welcomed, valued, and well cared for.

What You’ll Do:

• Lead and manage the guest services team to deliver superior service at all times.
• Ensure all guest inquiries, concerns, and requests are handled promptly and professionally.
• Work closely with the front of house and culinary teams to maintain smooth operations and enhance guest satisfaction.
• Monitor guest feedback and implement changes as needed to continually improve the guest experience.
• Train, mentor, and develop the guest services team to exceed performance standards.
• Maintain the highest standards of luxury hospitality, with particular attention to personalized service.
• Develop and oversee the daily operations of guest services, ensuring consistency and attention to detail.
• Handle VIP guest arrivals and special requests to ensure their needs are met with discretion and efficiency.
• Maintain up-to-date knowledge of policies, procedures, and services and communicate them effectively to guests and staff.
• Ensure effective communication between all departments to ensure a seamless guest experience.

What We Need From You:

• Fluent in both French and English, with strong written and verbal communication skills in both languages.
• Proven experience in a high-end hotel or luxury hospitality setting, with a deep understanding of guest services and hospitality operations.
• A minimum of 5 years experience in guest services or related management roles in a luxury hotel environment.
• Exceptional leadership and team management skills, with the ability to motivate and inspire staff.
• Strong problem-solving skills and the ability to remain calm and composed under pressure.
• Excellent organizational skills with a keen attention to detail and the ability to handle multiple tasks at once.
• Outstanding interpersonal skills and a passion for delivering a personalized and world-class guest experience.
• Ability to work flexible hours, including weekends and holidays, as required.

What You’ll Get From Us:

• Competitive salary and performance-based incentives.
• Health, dental, and vision insurance.
• Paid time off and holiday pay.
• Opportunity to work in a high-end, luxury hospitality environment with a passionate team.
• 401K

If you're passionate about providing outstanding guest services in a luxury hospitality setting and are fluent in both French and English, we invite you to apply to join our team. At Chelsea Hospitality Group, we are committed to creating an exceptional experience for both our guests and employees.