Guest Service Director

Fairmont El San Juan Hotel, where lively vibes and peaceful ocean views meet. Located minutes from Old San Juan, on the award-winning Isla Verde Beach in Puerto Rico. The resort features four pools, villa rooms, live entertainment, a Well & Being Spa and Fitness Center, paddleboards, luxury cabanas, signature dining at Caña, El San Juan Beach Club, Meat Market, Riva and Chandelier Bar featuring a 7,000 Crystal Chandelier.

What is in it for you

• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activitie

The Guest Services Director is responsible for creating exceptional and memorable guest experiences by leading service-focused teams, fostering a culture of hospitality excellence, and ensuring every guest interaction reflects the organization's commitment to quality, care, and personalized service.  This leadership role manages Guest Relations, Concierge, VIP Services, Bell Services, Transportation Services, and other guest-facing operations

Qualifications

Education

• Bachelor's degree in Hospitality Management, Business Administration, Hotel Management, or a related field preferred.

Experience

• Minimum 5–7 years of progressive hospitality experience in guest services, guest relations, or rooms operations.
• At least 3 years of leadership experience managing guest-facing departments.
• Luxury hotel, resort, or upscale hospitality experience preferred.

Skills & Competencies

• Exceptional guest service and hospitality mindset.
• Strong leadership and team development abilities.
• Excellent communication and interpersonal skills.
• Advanced conflict resolution and service recovery skills.
• Strong organizational and problem-solving capabilities.
• Ability to analyze guest feedback and implement service improvements.
• Proficiency in hotel management systems, CRM platforms, and Microsoft Office Suite.

Ability to remain calm and professional in high-pressure situations

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.