Five-Star Guest Services Director - VIP Experience Lead

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability benefits

Flexible benefits

Paid time off

401(k) with match

Employee assistance

Job summary

Terranea Resort in Rancho Palos Verdes is seeking a seasoned Guest Services Manager to lead Experience Concierge, VIP Services, Valet, Porter and related operations to Forbes Five Star standards.

You will oversee pre-arrival communications for VIP guests, coordinate seamless itineraries, and drive guest satisfaction through proactive service and expert staff development within a 24-hour luxury environment.

Qualifications

• Ability to communicate effectively with guests, vendors and colleagues.
• Fluent in English; strong guest service mindset.
• Previous experience in a luxury hospitality environment preferred.
• Cash handling experience and budget awareness.
• Flexibility to work varied shifts.

Responsibilities

• Lead the Guest Services operation to ensure Forbes Five Star standards are met.
• Oversee pre-arrival communications and VIP itineraries.
• Direct the Experience Concierge for pre-arrival and in-house guests.
• Oversee VIP recognition, gifts, and arrivals/departures.
• Coordinate with in-room dining and other departments for personalized experiences.
• Greet and assist VIP guests throughout stay and departure.
• Resolve guest concerns promptly and maintain guest satisfaction.
• Monitor guest feedback and coach teams for service recovery.
• Maintain knowledge of all resort offerings and local experiences.

Skills

Leadership

Communication

Guest relations

Staff training

Problem solving

Education

High school diploma

College degree

Tools

Opera

Alice

HotSOS

OpenTable

FareHarbor

Intelity

Zingle

Job description

Terranea Resort in Rancho Palos Verdes is seeking a seasoned Guest Services Manager to lead Experience Concierge, VIP Services, Valet, Porter and related operations to Forbes Five Star standards.

You will oversee pre-arrival communications for VIP guests, coordinate seamless itineraries, and drive guest satisfaction through proactive service and expert staff development within a 24-hour luxury environment.