Director of Guest Relations & Reservations

Location: The Ranch Malibu & The Ranch Hudson Valley
Reports To: President

About The Ranch

The Ranch is a globally recognized luxury wellness destination, known for its immersive programs, personalized service, and transformational guest experiences. With properties in Malibu and Hudson Valley, The Ranch delivers a highly curated, high-touch environment where excellence, discretion, and care are paramount.

Position Overview

The Director of Guest Relations & Reservations is a senior leadership role responsible for owning booking performance, guest communications, and the full pre-arrival guest experience across both The Ranch Malibu and The Ranch Hudson Valley. This role blends strategic ownership with hands-on execution, ensuring exceptional service, strong conversion, and seamless coordination across departments in a luxury hospitality environment.

This leader serves as the primary escalation point for complex or sensitive guest situations and plays a critical role in upholding The Ranch’s standards of calm, confidence, discretion, and personalization.

Key Responsibilities

Booking Performance & Revenue Support

• Own direct booking performance across all inquiry channels, including phone, email, and inbound inquiries, for both properties.
• Personally manage complex, high-value, or time-sensitive reservations to ensure optimal conversion and guest satisfaction.
• Step in to actively support phone and email inquiries during peak demand periods to protect revenue and occupancy.
• Monitor cancellations and modifications, working closely with leadership to mitigate revenue impact.

Guest Relations & Escalation Management

• Serve as the primary escalation point for guest issues beyond the scope of reservations agents.
• Personally manage sensitive guest situations, including health or travel concerns, program modifications, and special accommodations.
• Lead guest communication during disruption events such as weather, fire, flooding, or operational changes with clarity and composure.
• Maintain the highest standards of guest privacy, confidentiality, and data security.

Reservations Accuracy & Operational Excellence

• Ensure accuracy and completeness of all reservations, including booking details, payments, balances, and special requests.
• Review room assignments and inventory during high-occupancy periods to ensure optimal guest placement and experience.
• Maintain reservation standards that align with The Ranch’s luxury brand promise and operational needs.

Cross-Functional Collaboration

• Ensure guest expectations, preferences, and special considerations are clearly communicated to:
  • Operations
  • Culinary
  • Wellness & Spa
  • Housekeeping
• Act as a central liaison between reservations and on-property teams to support seamless arrivals and exceptional guest experiences.

Leadership & Team Oversight

• Lead, support, and develop Reservations Agents (1–2), setting clear service standards and expectations.
• Provide coaching and hands-on support to ensure consistency, confidence, and professionalism in guest communications.

Qualifications & Experience

• Minimum of 5–7 years of experience in luxury hospitality, guest relations, or reservations leadership.
• Proven success in high-touch, service-driven environments with discerning clientele.
• Strong judgment and emotional intelligence when managing sensitive or high-stakes guest situations.
• Exceptional verbal and written communication skills.
• Highly organized, detail-oriented, and comfortable balancing strategic oversight with hands-on execution.
• Experience working cross-functionally with operations, finance, and senior leadership teams.

What Sets You Apart

• You thrive in calm, composed leadership during high-pressure situations.
• You understand that luxury is defined by anticipation, discretion, and precision.
• You are equally comfortable leading from behind the scenes or stepping in directly when the moment calls for it.

Physical Requirements

• Ability to sit or stand for extended periods while working at a computer, on the phone, or in meetings.
• Ability to communicate clearly and professionally with guests and team members in person, over the phone, and via email.
• Ability to occasionally move throughout the property to coordinate with operational teams and support guest needs.
• Ability to manage multiple tasks simultaneously in a fast-paced, high-touch hospitality environment.
• Ability to maintain composure, focus, and professionalism during periods of high volume or guest escalations.

The Ranch is an Equal Employment Opportunity Employer