What are the responsibilities and job description for the Guest Services Director position at Trinity Center?
GUEST SERVICES DIRECTOR
Full-time, Exempt
Reports to: Executive Director
Direct Reports: Guest Services Coordinator(s)
Position Overview
The Guest Services Director is responsible for the overall management and daily operations of Trinity Center’s retreat and conference facilities, ensuring an exceptional guest experience. This position leads and supports the Guest Services team to maintain high standards of hospitality and operational efficiency. The Director works closely with all departments to ensure seamless service and strategic growth aligned with Trinity Center’s mission.
Primary Responsibilities
Leadership & Team Oversight
- Provide direct supervision, training, and support to the Guest Services Coordinator Team to ensure consistent delivery of guest services and operational excellence.
- Lead by example to foster a culture of hospitality, professionalism, and teamwork.
- Evaluate team performance and provide regular feedback to ensure high levels of service.
Guest Experience & Hospitality
- Oversee all aspects of the guest experience, working with the Guest Services team to provide a welcoming and responsive environment.
- Manage hospitality issues, ensuring timely resolution with professionalism and care.
- Ensure the Guest Services Team is prepared to manage guest check-ins, special requests, and all aspects of hosting.
- Monitor guest feedback and implement service improvements based on trends and insights.
Operations & Coordination
- Manage all aspects of group bookings; including inquiries, reservations, contracts, and calendar scheduling.
- Develop and maintain detailed group worksheets, providing clear instructions to the Guest Services team and other departments including Facilities, Food Service and Housekeeping to ensure guest needs are met.
- Oversee the preparation of materials for guest arrival (e.g., keys, maps, housing sheets).
- Ensure smooth coordination between departments (Food Service, Housekeeping, Facilities, and Point of Arrival) to meet guest needs.
- Regularly review and update operational policies and procedures to improve efficiency and guest satisfaction.
Financial & Strategic Management
- Monitor financial performance, track key metrics (e.g., bed-nights, meals served, revenue), and identify trends and areas for improvement.
- Work with the Executive Director to set annual goals, develop budgets, and implement long-term strategic plans.
- Identify business development opportunities, focusing on attracting new groups and retaining existing clients.
Key Qualifications
- Bachelor’s degree in hospitality, business administration, or a related field.
- 5 years of leadership experience in hospitality or retreat/conference management.
- Strong team-building and staff management skills.
- Proficiency in hospitality management software (e.g., CampBrain) and Microsoft Office.
- Customer-focused mindset with a commitment to excellence in guest services.
- Strong communication, organizational, and problem-solving abilities.
- Understanding of the Episcopal Church its traditions, and values, with a commitment to fostering an inclusive and welcoming environment.
- Ability to work weekends, evenings, and holidays as needed.
Overall Description
Trinity Center is a self-supporting institution of the Episcopal Diocese of East Carolina whose mission is to provide hospitality for retreats, conferences and other gatherings to the people of the Diocese of East Carolina, other churches, and non-profit, public benefit groups. Our goal is to provide these services in a personal, relaxed but efficient way that enables guests to reach their goals for spiritual, personal, and organizational growth.
Working at Trinity Center is service oriented, and doing our jobs successfully is based on teamwork. Because of the wide-ranging nature of the tasks involved in caring for our guests and facilities, it may be necessary to perform tasks outside our usual line of work. For example: when on duty in the kitchen a guest may come in and ask where an extra blanket might be found; an office worker may be called to help when a guest finds a clogged toilet; a maintenance worker may need to help in the kitchen when a cook must leave due to illness. The flexibility to help in such situations in order to support our guests and the overall goals of the Center is a requirement of working at Trinity Center.
Job Type: Full-time
Pay: $45,000.00 - $55,000.00 per year
Benefits:
- Dental insurance
- Employee assistance program
- Food provided
- Health insurance
- Life insurance
- Paid jury duty
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evenings as needed
- Monday to Friday
- Weekends as needed
Work Location: In person
Salary : $45,000 - $55,000
