Assistant Guest Service Director

About the role

Fairmont El San Juan, a resort on Isla Verde Beach in Puerto Rico near Old San Juan, is hiring an Assistant Guest Service Director. The role supports the Guest Services Director in creating memorable guest experiences by leading service-focused teams and fostering a culture of hospitality excellence. It covers Guest Relations, Concierge, VIP Services, Bell Services, Transportation Services and other guest-facing operations.

Key responsibilities

• Assist the Guest Services Director in delivering exceptional guest experiences
• Lead service-focused teams and foster a culture of hospitality excellence
• Ensure every guest interaction reflects the organization's commitment to quality, care and personalized service
• Manage Guest Relations, Concierge, VIP Services, Bell Services, Transportation Services and other guest-facing operations

Required profile

• Bachelor's degree in Hospitality Management, Business Administration, Hotel Management or a related field preferred
• At least 3 years of leadership experience managing guest-facing departments
• Luxury hotel, resort or upscale hospitality experience preferred
• Ability to stand and walk for long periods, work flexible schedules including evenings, weekends and holidays, and respond to guest and operational emergencies

Required skills

• Exceptional guest service and hospitality mindset
• Strong leadership and team development abilities
• Excellent communication and interpersonal skills
• Advanced conflict resolution and service recovery skills
• Organizational and problem-solving capabilities
• Ability to analyze guest feedback and implement service improvements
• Calm, professional behaviour under pressure

What we offer

• Employee benefit card with discounted rates at Accor worldwide
• Learning programs through the Academies
• Talent development opportunities within the property and across the group
• Corporate Social Responsibility activities