Embassy Suites Airport - Director of Guest Experiences

ABOUT US

At Zachry Hospitality, are passionate about hospitality and excellent customer service. Our hotel surrounds itself with team members who share that same passion. We take care of our guests and team members as family, within a culture of service where we do the right thing because it is the right thing to do. Our core values are at the center of every decision we make:

Every Person Matters

Together We Can Do Great Things

This Is More Than a Job

BENEFITS

• Company paid short-term and long-term disability.
• Medical, dental and vision insurance
• Fidelity 401K retirement plan with employer matching up to 6% of contribution
• Hilton Hotel Travel Discount Program
• Paid Time Off (PTO)
• Complimentary Daily Meal
• Incentive Bonuses
• Referral Bonus Incentive Program
• Team Member Assistance Program

POSITION OVERVIEW

The Director of Guest Experiences is responsible for leading all front-of-house operations to deliver an exceptional, seamless, and memorable guest experience. This role oversees Front Desk, Shuttle Drivers, and our Overnight team, ensuring operational excellence, financial performance, team engagement, and service culture aligned with Embassy Suites San Antonio Airport standards.

The ideal leader is a hands-on, people-focused hospitality professional who inspires teams, drives accountability, and elevates service through coaching, standards, and genuine care for guests and team members.

Key Responsibilities:

• Manages and motivates all Front Office personnel to include hiring, supervision, training, communicating objectives for the day, disciplining, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
• Handle guest complaints, respond to emergency situations, inspect hotel public areas to ensure compliance to all procedures established by management.
• Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compiles and prepares financial reports, including rate and availability calendar.
• Communicates with guests and team members both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organizes, conducts and/or attends meetings to obtain and disseminate pertinent information.
• Must be able to perform as Manager on Duty for the hotel.
• Implements and monitors all corporate marketing programs.
• Assigns and instructs Front Office management team and guest service agents in details of work. Observes performance and encourage improvement. Monitors lobby traffic and make staffing adjustments accordingly.
• Prepares and conducts daily pre-shift meetings, communicates effectively with all management and guest service agent's preparing them with the needed information to provide superior guest service. Monitors meal break compliance. Reviews all memos and e-mails in a timely manner and handles accordingly.
• Promptly answers the telephone using a positive and friendly tone. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers as requested. Must remain visible and present at the front desk monitoring and assisting GSA's whenever possible.
• Remains calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for guest service agents, Front Office Management, and other employees. Resolves customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Ensures required Quality Assurance Training is conducted and remains current. Make recommendations for training related issues when inconsistencies develop at the Front Desk.
• Writes and completes personal management goals directly related to Front Office Business Plan goals.
• Handle noise complaints, credit problems, employee conflicts, guest relocation, and rejection of undesirables in conjunction with hotel security utilizing diplomacy and good judgement.
• Ability to perform the duties of all positions reporting to the Director of Front Office.
• Must be available to work am/pm/overnight, weekends, holidays and special events.
• Must have a clear Texas Driver's License.
• Other duties as assigned.

QUALIFICATIONS

Required

• Minimum 4 years of progressive hotel Front Office or Guest Services leadership experience.
• Prior experience as Front Office Manager, Guest Services Manager, or Director level preferred.
• Strong leadership, coaching, and conflict-resolution skills.
• Must have clear TX driver's license
• Proven ability to drive guest satisfaction and service culture.
• Experience managing labor, budgets, and operational KPIs.
• Proficiency with hotel systems (PMS, POS, guest feedback platforms).

Preferred

• Full-service hotel experience.
• Experience in a high-volume, urban, or resort environment.
• Bilingual (English/Spanish) a plus.
• Experience leading teams through change and growth.