Assistant Director of Guest Services

Join us at Madeline Hotel & Residences for an opportunity to lead and shape the culture of our Rooms Department, ensuring that our guest experience remains unmatched. As Assistant Director of Guest Services, you will inspire and motivate your team to deliver exceptional performance, driving both guest and team member satisfaction to extraordinary levels. As a true champion of the Madeline brand and our core values, this role plays a critical part in achieving our financial and operational goals while fostering an environment of service excellence.Key Responsibilities:Lead by example, upholding brand standards and anticipating guest needs while maintaining high levels of team member engagement and satisfaction.Oversee daily operations to ensure optimal guest satisfaction, maintaining service excellence across all touchpoints.Foster a distinctive, elevated guest experience through daily leadership, operational guidance, and mentorship of the team.Develop and implement a strategic approach to drive guest satisfaction, focusing on personalized experiences and delivering exceptional service.Lead and enhance the upsell program, identifying opportunities to increase revenue while enhancing the guest experience through thoughtful recommendations and tailored offerings.Demonstrate a thoughtful approach to balancing short-term and long-term financial objectives, ensuring optimal outcomes while adding value to the overall guest experience.Be a passionate ambassador for the Auberge Resorts Collection culture, consistently upholding its values and promoting a cohesive, positive environment.Stay informed on market trends, property systems, and industry standards, integrating this knowledge into daily operations and strategic decision-making.