Create Exceptional Guest Experiences. Lead with Purpose. Help Build Something Special.

Are you passionate about hospitality and believe the little details make the biggest difference? Do you take pride in creating welcoming environments, leading teams, and ensuring every guest experience exceeds expectations?

We're looking for a hands-on, detail-oriented Hospitality Director to oversee two distinctive boutique hotel properties in Chester County, Pennsylvania. This is an opportunity for an experienced hospitality professional to take ownership of daily operations, lead a dedicated team, and help establish the standards of a growing boutique hotel brand.

If you're someone who naturally anticipates guest needs, takes initiative, and knows how to turn an ordinary stay into a memorable experience, we'd love to meet you!

Overview of the Role

The Hospitality Director will oversee the day-to-day operations, staff, and guest experience across two boutique hotel properties. Reporting directly to the owner, you'll ensure both locations consistently deliver exceptional hospitality while maintaining high operational standards.

This is a hands-on leadership position that combines guest relations, property operations, team management, and continuous improvement. You'll be the go-to person for ensuring everything runs smoothly, from room readiness and housekeeping to guest communications, maintenance, and special events.

You'll also have the opportunity to recommend improvements, introduce new ideas, and help make both properties more efficient, memorable, and profitable.

Compensation & Benefits

• Annual Salary: $60,000 - $70,000 depending on experience.

• Paid biweekly.

• One week of paid vacation after the first 90 days.

• Performance reviews at 30 days, 90 days, and annually.

• Opportunity for professional growth as the company expands and adds new properties.

Schedule & Work Arrangement

• Thursday through Monday, 11:00 AM–7:00 PM.

• Tuesdays and Wednesdays off.

• Approximately 40 scheduled hours per week, with additional time as needed for wedding weekends, weekly meetings, and occasional emergencies.

• Primarily based at The Bookhouse at Faunbrook in West Chester, with regular visits to the Kennett Square location.

• One designated weekly office meeting with the owner, typically from 11:00 AM–1:00 PM.

After-Hours Guest Support:
A 24/7 answering service handles incoming guest calls outside your scheduled working hours, so you are not expected to personally manage routine guest inquiries around the clock. Only urgent situations that cannot be resolved by the answering service or an appropriate service provider may be escalated to you for assistance.

Please note: This role requires flexibility beyond the regular schedule, including weekends, holidays, wedding weekends, and occasional emergency support.

Guest Experience & Hospitality

• Oversee the guest experience from pre-arrival through checkout, ensuring every interaction reflects the company's hospitality standards.

• Respond to guest calls, messages, emails, and voicemails promptly and professionally.

• Review reservations and special requests to create thoughtful, personalized arrival experiences for birthdays, celebrations, and other special occasions.

• Conduct room inspections after housekeeping to ensure every room is clean, properly prepared, and guest-ready before arrival.

• Resolve guest concerns promptly and professionally, using sound judgment and appropriate service-recovery practices.

• Monitor and respond to online reviews within established timelines, using feedback to identify opportunities for improvement.

Hotel Operations & Property Management

• Oversee daily operations across both properties, including housekeeping, maintenance, guest services, and inventory.

• Maintain consistent service and operational standards between both locations.

• Conduct regular property inspections and ensure maintenance concerns are addressed promptly.

• Manage inventory levels and coordinate purchasing to ensure essential guest supplies are always available.

• Coordinate breakfast service, guest amenities, and special hotel offerings.

• Ensure both properties meet applicable building, safety, and inspection requirements.

• Identify opportunities to improve processes, reduce waste, and increase operational efficiency.

Team Leadership & Development

• Supervise, support, and motivate the housekeeping team, ensuring consistent quality and accountability.

• Prepare weekly cleaning schedules, coordinate coverage, and ensure appropriate days off for team members.

• Help recruit, select, onboard, and train two part-time concierges.

• Manage concierge schedules and ensure adequate coverage across both properties.

• Foster a positive, collaborative, and service-oriented team environment.

• Lead quarterly team meetings alongside the owner and relevant team members.

Weddings, Events & Special Bookings

• Coordinate with the wedding and events team to ensure hotel accommodations and logistics are properly prepared for weddings, events, and retreats.

• Manage room blocks, group reservations, and courtesy room release dates in the hotel's property management system.

• Coordinate guest security holds, room walkthroughs, and retreat payment balances.

• Ensure event-related guest needs are communicated and handled seamlessly.

Reporting, Revenue & Continuous Improvement

• Prepare weekly operational reports covering occupancy, booking pace, revenue, guest feedback, personnel, upcoming arrivals, and maintenance.

• Maintain accurate reservation, payment, and guest records in Cloudbeds.

• Prepare monthly income breakdowns and year-to-date commission reports.

• Monitor booking trends and identify opportunities to improve occupancy, particularly during slower periods.

• Recommend creative packages, add-ons, and operational improvements to enhance the guest experience and profitability.

• Meet regularly with the owner to review performance, share recommendations, and discuss opportunities for growth.

• Previous experience managing or overseeing operations in a boutique hotel, luxury bed and breakfast, or high-end hospitality environment.

• A genuine passion for hospitality and creating memorable guest experiences.

• Exceptional attention to detail and the ability to maintain high standards without constant supervision.

• Strong leadership and people-management skills, with the ability to motivate and coordinate a small team.

• Excellent written and verbal communication skills, particularly when handling guest concerns and representing a hospitality brand.

• Strong organizational, multitasking, and problem-solving abilities.

• Comfortable using hotel property management systems (PMS). Cloudbeds experience is a plus, but a willingness to learn and master the system is required.

• Proactive approach to maintenance, inventory, scheduling, and operational follow-through.

• Ability to exercise sound judgment, take initiative, and resolve day-to-day challenges independently.

• Valid driver's license and reliable transportation.

• Must live within approximately 20–25 minutes of both hotel locations.

• Flexible availability, including weekends, holidays, and occasional emergency support.

The ideal candidate: Someone who genuinely cares about the little things. Someone who notices when something is out of place, anticipates what a guest might need, and takes personal pride in making every stay feel effortless and memorable.

The Bookhouse Hotels is a collection of distinctive, literary-themed boutique hotels in Chester County, Pennsylvania, where thoughtful hospitality, beautiful spaces, and meaningful guest experiences come together.

Our properties include The Bookhouse Hotel of Kennett in Kennett Square, featuring four guest rooms, and The Bookhouse at Faunbrook in West Chester, an elegant seven-room Victorian mansion that also serves as a wedding and event venue.

We're a hands-on ownership group with an ambitious vision: to build a hospitality brand recognized nationally for its exceptional guest experience, attention to detail, and commitment to a five-star standard.

As we continue to grow, we're looking for passionate individuals who want to be part of building something special, one exceptional guest experience at a time.