Director of Guest Services

Description

The lake life is calling. Where genuine Texas Hospitality meets luxury, Horseshoe Bay Resort is nestled on the shores of beautiful Lake LBJ in the Central Texas Hill Country. We’re on 17,000 acres with close proximity to Austin, multiple lakes, State Parks, and some of the best golf in the United States; it’s an outdoor lover’s dream. When you work in paradise, is it still called work?

The Director of Guest Services will oversee bell, valet, and transportation teams, ensuring adherence to hotel policies and standards while prioritizing guest satisfaction. This role involves managing staff recruitment, training, and development to maintain a professional and efficient work environment, ensuring all team members deliver exceptional and approachable service to guests.

General Duties:

• Serve as a liaison between Front Desk, Concierge, and Bell/Transportation staff to ensure seamless guest service.
• Anticipate and address guest needs promptly and efficiently.
• Manage guest requests and resolve any complaints to ensure satisfaction.
• Supervise and lead the bell, valet, and transportation teams.
• Welcome and greet guests as they arrive at the hotel.
• Document and escalate concerns or issues to management as needed.
• Handle phone calls and assist with guest inquiries or requests.
• Collaborate with the Director of Rooms to initiate vendor contracts and meetings.
• Monitor staff appearance and behavior, ensuring compliance with grooming standards and leading by example.
• Train and develop staff in hospitality, customer service, safety, and technical skills.
• Familiar with and ensure adherence to resort contracts.
• Provide detailed information to guests about rooms, hotel services, and amenities.
• Follow emergency procedures and respond quickly in case of an emergency.
• Oversee the appearance and operations of the lobby and main entrance areas.

Employment Standards:

• Bachelor’s degree in Hospitality Management, Tourism, or related field, or a high school diploma/GED
• Previous experience as a Guest Services Manager or Assistant Guest Services Manager in a full-service property is preferred.
• Bilingual in Spanish is a plus.
• Strong supervisory and process management skills, including staff coordination, scheduling, and service delivery.
• Business acumen for working with third-party vendors and coordinating services.
• Knowledge of concierge services, guest relations, and industry best practices.
• Exceptional customer service skills and attention to detail.
• Clear and effective verbal and written communication skills.
• Ability to adapt to change and reprioritize tasks as needed.
• Strong organizational skills with the ability to manage multiple tasks, prioritize, and meet deadlines.
• Proficient in Microsoft Office applications (Word, Outlook, etc.).
• Ability to work independently and collaboratively as part of a team.

Physical & Mental Requirements:

• Ability to talk, hear, and communicate effectively.
• Ability to walk, stand for extended periods, and use hands and arms for tasks such as handling, feeling, and reaching.
• Ability to occasionally lift up to 20 pounds.
• Proficiency with standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines.

Benefits

• Medical, Dental, Vision Insurance
• Paid vacation, paid Holidays
• 401k plan with employer match
• Long and short-term Disability
• Major Illness Insurance
• Accident Insurance
• Limited access to some resort amenities (Golf, etc)
• Retail and dining discounts
• Discounts at all Crescent Hotels & Resorts properties

Job Benefits

• Associate housing and shuttle service
• Weekly meal subsidies
• Golf and Amenity Privileges*
• Associate discounts

• • Retail and Dining at Horseshoe Bay Resort
  • Discounts at over 100 Crescent Hotels & Resorts properties throughout the country.

Full Time roles are eligible for the above, plus:

• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans
• Critical Illness and Accident plans
• Associate Relief Fund

*Privileges based on occupancy and business levels

Benefits

• Medical, Dental, Vision Insurance
• Paid vacation, paid Holidays
• 401k plan with employer match
• Long and short-term Disability
• Major Illness Insurance
• Accident Insurance
• Limited access to some resort amenities (Golf, etc)
• Retail and dining discounts
• Discounts at all Crescent Hotels & Resorts properties

Job Benefits

• Associate housing and shuttle service
• Weekly meal subsidies
• Golf and Amenity Privileges*
• Associate discounts

• • Retail and Dining at Horseshoe Bay Resort
  • Discounts at over 100 Crescent Hotels & Resorts properties throughout the country.

Full Time roles are eligible for the above, plus:

• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans
• Critical Illness and Accident plans
• Associate Relief Fund

*Privileges based on occupancy and business levels

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)