Five-Star Guest Services Director: VIP & Concierge Lead

Terranea Resort; Rancho Palos Verdes (CA); On-site; USD 90,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) with company match

Paid time off

Job summary

Terranea Resort in Rancho Palos Verdes, CA seeks a seasoned Guest Services Leader to oversee Concierge, Valet, Porter and VIP services.

You will drive Forbes Five Star standards, manage pre-arrival communications, VIP recognition, and cross‑department collaboration to deliver flawless guest experiences. This role also requires budgeting awareness, staff development, and ensuring service excellence across all touchpoints.

Qualifications

• High school graduate or equivalent vocational training certificate, college degree.
• Three to five years of experience as a Guest Service or Front Desk Manager, preferably in a luxury hotel.
• Fluency in English both verbal and non-verbal.
• Strong organizational, communication, and problem-solving skills.
• Ability to manage a 24-hour operation and lead multiple teams.

Responsibilities

• Lead the Guest Services operation to ensure Forbes Five Star standards are met across Concierge, VIP Services, Valet, Porter, Transportation, and Guest Relations.
• Oversee pre-arrival communications for leisure and VIP guests with personalized itineraries and preferences.
• Direct the Experience Concierge for pre-arrival and in-house guests with prompt responses and seamless coordination.
• Manage VIP Recognition Program, including gifts, inspections, arrivals and departures.
• Coordinate with In Room Dining and other departments to curate personalized amenities.
• Greet and escort VIP guests through arrivals and stay, addressing concerns to maintain satisfaction.
• Monitor guest satisfaction platforms and coach teams to achieve service recovery.
• Maintain knowledge of resort offerings to support guest experiences.

Skills

Leadership

Communication

Problem solving

Multi-tasking

Flexibility

Education

Bachelor-like hospitality management

Tools

Opera

Alice

HotSOS

OpenTable

FareHarbor

Intelity

Zingle

Job description

Terranea Resort in Rancho Palos Verdes, CA seeks a seasoned Guest Services Leader to oversee Concierge, Valet, Porter and VIP services.

You will drive Forbes Five Star standards, manage pre-arrival communications, VIP recognition, and cross‑department collaboration to deliver flawless guest experiences. This role also requires budgeting awareness, staff development, and ensuring service excellence across all touchpoints.