Director of Guest Experiences & Hospitality

The Director of Hospitality will lead a small team at a Postnatal Retreat center, ensuring exceptional guest experiences and operational excellence. This role involves managing vendor relationships, overseeing quality assurance, and effectively handling customer feedback to maintain high standards. Reporting directly to the CEO, the director plays a collaborative role in developing hospitality marketing strategies without the need for frequent travel.

The ideal candidate is someone who naturally thinks:

"What does this guest need before they even have to ask?"

You are someone who:

• Has a genuine passion for maternal health, postpartum care, hospitality and service.
• Is exceptionally organized and detail-oriented.
• Can manage many moving pieces without becoming overwhelmed.
• Is proactive rather than reactive.
• Has excellent communication and interpersonal skills.
• Is comfortable interacting with high-touch or high-expectation clients.
• Can confidently manage vendors and outside partners.
• Is an effective trainer and team leader.
• Has excellent judgment and knows when to escalate an issue.
• Is calm under pressure.
• Takes ownership rather than waiting to be told what to do.
• Notices the small details that others overlook.
• Can balance warmth and compassion with accountability and professionalism.
• Enjoys creating systems and processes that make an organization run better.
• Is willing to be hands-on when necessary.
• Understands that exceptional hospitality is about consistency, anticipation, and genuine care.

Responsibilities

• Enhance guest experience throughout the retreat center
• Maintain and strengthen vendor relationships
• Ensure rigorous quality assurance standards
• Gather and respond to customer feedback
• Improve operational efficiency within the hospitality team

Preferred Qualifications

• 3+ years in hospitality management
• Bachelor's degree in Hospitality Management or related field
• Expertise in hospitality management and team leadership
• Strong customer service and conflict resolution skills
• Experience in staff training and quality assurance
• Familiarity with regulatory compliance

About The Village Postnatal Retreat

Our mission is to provide an exceptional postnatal experience and empower new parents

The Village takes postnatal care to an entirely new level. Our Goal is to improve Maternal Health in the Postpartum period by providing personalized concierge style through our Postnatal Retreat, similar to services currently offered throughout many other countries with better Maternal outcomes. We are partnering with a private residential hotel in San Francisco to offer dedicated rooms to people who recently gave birth and their new born babies. Families can focus on rest, recuperation and easing into parenthood with our trained staff who look after both them and their babies. Meals, therapeutic services and lactation consultancy will be available on premises.

The Village Postnatal Retreat Center wants to empower both our team members and guests. We feel that the key to happy team members begins at the top and making sure everyone feels good about their career. We want our guests to feel that they are pampered and supported by people who care.