Assistant Director of Guest Relations

Dorchester Collection; Los Angeles (CA); On-site; USD 90,000 - 95,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401k Fidelity

Sick Time

Hotel Employee Benefits

Job summary

Dorchester Collection in Los Angeles seeks an Assistant Director of Guest Relations to lead guest services across departments, ensuring seamless experiences and operating procedures rooted in guest centricity. You will oversee training, partnerships with local suppliers, and daily guest recognition meetings, while driving KPIs and staff development to create lifelong memories for our guests.

Join a team that values excellence, inclusion, and hospitality, with comprehensive benefits and

Qualifications

• 5+ years of hotel experience in a guest facing leadership role.
• Ability to lead a complex team in the California labor market.
• Strong communication and customer service focus.

Responsibilities

• Leads guest relations coordinators, researchers, taskmasters, hosts and concierge teams and departmental leaders.
• Manages the teams to the KPIs, ensuring quality of data and building our institutional knowledge.
• Enables concierge to build relationship with key local partners.
• Uses training tools for employees; supervises training initiatives and conducts training when appropriate.
• Ensures employees have the proper supplies and uniforms.
• Creation and facilitation of human capital needs and performance management.
• Improves service by communicating and assisting employees to understand guest needs.
• Owns guests requests and promises.
• Leads the daily guest recognition meeting and coordinates the orchestra for execution.
• Maximizes the utilization of room inventory
• Manages divisional expenses.

Skills

Leadership

Communication

Customer service

Team management

Guest relations

Education

5+ years in hotel guest-facing leadership

Job description

Our Assistant Directors of Guest Relations are the Connectors of our hotel! Entrusted with delivering seamless service to the guest experience by bridging hotel departments and creating and implementing hotel operational procedures. The Assistant Director of Guest Relations is focused on ensuring that the intake of guest information and preferences are obtained as well executed among the guest journey with excellence and satisfaction. They maintain oversight and influence over the guest experience throughout all phases of the guest journey and ensure all service delivery and operational processes are rooted in Guest Centricity. Though skillfully trained, they never lose sight of their ultimate reasonability, to create lifelong memories for our guests.

What you’ll get

Our success is a result of our employees. We believe that everyone apart of our team should share the rewards. For this position this will mean the following benefit package.

• Medical/Dental/Vison Benefits
• 401k Plan via Fidelity
• Sick Time
• Hotel Benefits, including Employee Activities, complimentary stays via tenured program, reduced rates and discount Food & Beverage at hotels.

EOE: All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. We are an equal opportunity employer with a commitment to diversity.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disability Act.

Annual Salary Range - $90,000 - $95,000

What you’ll do

You’ll love what you do and take pride in delighting our guests:

• Leads guest relations coordinators, researchers, taskmasters, hosts and concierge teams and departmental leaders.
• Manages the teams to the KPIs, ensuring quality of data and building our institutional knowledge.
• Enables concierge to build relationship with key local partners
• Uses all available on the job training tools for employees; supervises on-going training initiatives and conducting training when appropriate.
• Ensures employees have the proper supplies and uniforms.
• Creation and facilitation of human capital needs and performance management
• Improves service by communicating and assisting employees to understand guest needs
• Ensures seamless delivery of guest services & requests.
• Owns guests requests and PROmisses.
• Responsible for short term pre-arrivals and in-house guests.
• Leads the daily guest recognition meeting and coordinating the orchestra for execution.
• Maximizes the utilization of room inventory
• Manages divisional expenses

The items shared are the essence of a day in the life of an Assistant Director of Guest Relations, but we’ll make sure you are provided with specifics on how we care for our hotel

What you’ll bring

• You’ll bring your unique personality and passion to the role and the team.
• Communication is what keeps our departments running perfectly. You have great communication skills with a strong customer service ethic.
• English is the primary language used in our hotel. You can comfortably communicate in this language.
• The ideal candidate has 5+ years of hotel experience in a guest facing leadership role. Previous experience in leading a complex team in the California labor market is desirable.

Job Location

USA

Our Hotels

We are not just a collection of hotels, but instead a talented community. A family with a shared passion and commitment to, unapologetically, love and breathe who we are every day. We do this with a backdrop of extraordinary hotels, steeped in history, glamour and stories, which provide the perfect stage for our people – our Legends – to live our vision –Treasured by Guests, Cherished by Employees, Celebrated Worldwide.

Our Hotels

We are not just a collection of hotels, but instead a talented community. A family with a shared passion and commitment to, unapologetically, love and breathe who we are every day. We do this with a backdrop of extraordinary hotels, steeped in history, glamour and stories, which provide the perfect stage for our people – our Legends – to live our vision –Treasured by Guests, Cherished by Employees, Celebrated Worldwide.

Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy., which is an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity. When submitting your application, please let us know if you require any special accommodations during the interview process.

EOE: All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. We are an equal opportunity employer with a commitment to diversity.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disability Act.

Reference

2026-6649

Reference

2026-6649