Director of Guest Experience in San Antonio, Texas at Zachry

Who We Are

Based in San Antonio, Texas, Zachry Hotels is a proven leader in the development, management and ownership of hospitality assets. At Zachry Hotels, we are passionate about hospitality and surround ourselves with team members who share that same passion. Our tenure in the hospitality and hotel industry has provided us the knowledge and key relationships for success in hotel management, operation, and development. We take care of our clients, business partners and each other as family, within a culture of service and accountability, where we do the right thing because it is the right thing to do.

Together We Can Do Great Things® Every Person Matters® This Is More Than A Job®

Position Overview

The Director of Guest Services leads and manages all guest-facing service operations, ensuring exceptional hospitality throughout the guest journey. This role oversees the Guest Services, Bell/Valet, Concierge, and Transportation teams while partnering closely with Front Office leadership. The Director of Guest Services ensures seamless arrivals and departures, proactive guest engagement, and a service culture that reflects the highest standards of a full-service hotel.

What You'll Do

Leadership & Operational Excellence

• Direct daily Guest Services operations including Bell/Valet, Concierge, Lobby Ambassadors, and Transportation teams.
• Ensure all guest welcome, assistance, and departure processes are carried out professionally, efficiently, and in alignment with brand standards.
• Maintain a consistent and visible presence in the lobby, ensuring guest needs are met promptly.
• Conduct regular inspections of lobby areas, porte-cochère, and valet operations for cleanliness, readiness, and service delivery.

Guest Engagement & Experience Management

• Lead a guest-first culture by ensuring team members provide warm, personalized, and proactive service.
• Resolve complex guest issues with professionalism and a high level of service recovery.
• Oversee VIP arrivals, special requests, amenities, and personalized guest experiences.
• Maintain strong engagement with frequent guests, corporate clients, and group contacts.

Team Management & Development

• Recruit, train, mentor, and coach Guest Services leaders and hourly staff.
• Conduct performance evaluations and support ongoing professional development.
• Schedule staff based on business needs while optimizing labor costs and service efficiency.
• Lead regular team meetings and training sessions to reinforce brand and service standards.

Safety, Security & Transportation Oversight

• Ensure all valet and transportation operations follow safety and liability protocols.
• Oversee proper vehicle handling, key control procedures, and guest property management.
• Work closely with Security regarding lobby safety, lost and found procedures, and emergency response.

Operational Coordination & Communication

• Collaborate with Front Office, Housekeeping, Engineering, Banquets, and Food & Beverage to support smooth guest experiences.
• Support group arrivals, departures, and special event logistics.
• Communicate guest preferences, challenges, and service opportunities to leadership teams.

Financial Oversight

• Manage departmental budgets including labor, equipment, uniforms, and contract services.
• Monitor revenue-generating opportunities within valet, transportation, or concierge services when applicable.
• Ensure compliance with accounting, cash-handling, and reporting procedures.

Brand Standards & Process Improvement

• Ensure all guest service operations align with brand expectations and hotel standards.
• Implement process improvements that elevate guest satisfaction and operational efficiency.
• Support new service initiatives, technology rollouts, and enhancements to the guest journey.

Additional Responsibilities

• Participate in Executive Committee meetings and support hotel-wide initiatives.
• Assist with large events, VIP delegations, and high-volume arrival/departure periods.
• Perform other duties as assigned to support hotel operations.
• Maintain reliable and consistent attendance as an essential function of the role.

What You'll Bring

Required Education & Experience

• High School Diploma or equivalent required.

Preferred Education & Experience

• Prior management experience in guest services or front-of-house hotel operations preferred.
• Experience in a full-service hotel, resort, or luxury property preferred.
• Experience overseeing valet, concierge, or transportation operations preferred.
• Hospitality coursework or training preferred.

Required Skills and Abilities

• Exceptional guest service and interpersonal skills.
• Strong leadership and communication abilities with the capacity to inspire high-performing teams.
• Ability to remain calm and solutions-focused in fast-paced or high-pressure situations.
• Strong organizational, problem-solving, and multitasking skills.
• Knowledge of hotel systems, check-in/check-out processes, and guest recovery strategies.
• Professional appearance and demeanor.

Other Qualifications

• Ability to work flexible shifts including nights, weekends, and holidays.
• Strong commitment to hospitality and enhancing the guest experience.
• Ability to maintain confidentiality and handle sensitive guest information appropriately.

Zachry Hotels offers an industry leading benefits package for our employees and their families.

• Medical, Dental, Vision and Life Insurance
• 401K, Paid Leave and Bonus Program
• Company-paid short-term and long-term disability insurance
• Employee assistance program
• Tuition Reimbursement
• And many more

We are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

?Notice to Staffing Agencies

Zachry Hotels (Zachry) will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Zachry, including unsolicited resumes sent to a Zachry mailing address or email address, directly to Zachry employees, or to Zachry's resume database will be considered Zachry property. Zachry will not pay a fee for any placement resulting from the receipt of an unsolicited resume. Zachry will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. Agencies must obtain advance written approval from Zachry's recruiting function to submit resumes, and then only in conjunction with a valid, fully executed contract for service and in response to a specific job opening. Zachry will not pay a fee to any Agency that does not have such an agreement in place. Agency agreements will only be valid if in writing and signed by Zachry's Human Resources Representative or his/her designee. No other Zachry employee is authorized to bind Zachry to any agreement regarding placement of candidates by Agency.