Job Description
Our Company
Equinox Hotels + Resorts is a rapidly expanding global luxury hospitality brand and management company, built on the evolution of Equinox. With a design-forward approach, our portfolio spans urban, resort, and destination locations worldwide, offering high-performance living in architecturally stunning spaces.
We redefine luxury hospitality by integrating the brand’s core pillars of movement, nutrition, regeneration, and community. Tailored for the next generation of travelers, our hotels empower guests to reach their fullest potential, combining fitness, health, and holistic well-being into every aspect of the experience. From personalized services to regenerative spa treatments and nutritious dining, we create environments that energize and inspire.
Our Code
Our philosophy of "All. And Nothing." balances indulgence with simplicity, ensuring each guest thrives by amplifying performance and pushing limits, ultimately helping them achieve new heights in life.
Job Overview
The Director of Account Services is responsible for the strategic oversight and flawless execution of all group and account services operations, ensuring seamless delivery, client satisfaction, and maximized profitability. This role not only manages complex room block programs and group operations but also provides sales leadership, budget and revenue strategy alignment, and post-event evaluation. The Director serves as a highly visible leader—client-facing and actively present on the floor—overseeing all aspects of group operations across the property, including ensuring the Electric Lemon Private Dining Room operational conditions are met. With annual oversight of ~$10–15M in group business (including mini-groups), this individual plays a critical role in elevating the guest experience, fostering innovation, and driving long-term account growth.
Key Responsibilities:
Client Retention & Guest Satisfaction
Serve as the primary point of contact for group clients, fostering strong relationships, ensuring luxury service delivery, and driving repeat business.
Maintain visibility throughout group stays and events to reinforce leadership presence and client trust.
Enhance the guest experience through luxury offerings, innovative services (including AI-driven solutions), and curated amenities such as the Sleep Lab, positioned as a premium upsell opportunity.
Monitor and elevate client satisfaction using Medallia scores, guest feedback, and post-event evaluations.
Financial Performance
Oversee annual group business (~$10–15M) and contribute to long-term budget planning and forecasting.
Maximize profitability from room blocks through upselling, accurate demand forecasting, and leveraging underutilized event space at EL PDR 25.
Track and manage chargebacks to Sales for client amenities, VIP courtesies, and activations (e.g., Marketing, Spa Socials) to ensure transparency and disciplined expense allocation.
Develop and implement incentives for Sleep Lab upgrades, targeting ~$5K in incremental revenue per quarter.
Operational Oversight & Event Execution
Plan, manage, and execute complex, large-scale room block programs with precision and attention to detail.
Collaborate with STARR, Equinox Club, Spa, and other departments to deliver cohesive, high-quality guest experiences.
Ensure uncompromising service standards from initial engagement through post-event follow-up. Continuously improve operational processes by identifying service gaps, addressing root causes, and implementing preventative measures—measured by reduced service failures, fewer repeat issues, stronger client satisfaction scores, and greater efficiency.
Guarantee all aspects of group operations align with the property’s brand standards and luxury positioning.
Leadership & Team Development
Lead and develop the Account Services Manager, ensuring cross-property functions are consistently achieved.
Maintain close oversight of all group accounts, monitoring financial performance, guest feedback, and opportunities for improvement.
Anticipate and resolve challenges proactively, fostering a culture of accountability, innovation, and operational excellence.
Process Improvement & Innovation
Analyze service gaps, identify root causes, and implement preventative measures to reduce inefficiencies.
Innovate service delivery models by leveraging AI tools, data-driven forecasting, and premium upsell strategies.
Continuously refine post-event follow-up processes to strengthen client loyalty and enhance organizational learning.
Qualifications/Skills:
Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.
Essential Skills and Qualifications
Bachelor’s degree (preferred).
Certified Meeting Planner (CMP) designation preferred.
Minimum 6 years of experience in conference/event services within a luxury hotel setting.
Proven success managing large, complex room block programs and driving group profitability.
Strong leadership, communication, and negotiation skills with demonstrated team development experience.
Proactive, ethical, and client-focused mindset.
Advanced proficiency in Excel, PowerPoint, HMS, and Delphi.
Proven sales, catering, and guest engagement expertise.
Essential Physical Abilities:
Endure various physical movements throughout the work areas, such as reaching, bending and stooping
Repetitive hand motion (typing) for extended periods of time
Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environment systems
Must be able to sit at a desk for up to 5 hours a day. walking and standing are requested the rest of the working day. this includes traveling to and from meetings. Length of time of these tasks may var from day to day and task to task
Must be able to exert well-paced ability to maneuver between functions occurring simultaneously
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis
Must be able to lift up to 30 lbs occasionally
Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity
Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees
Vision occurs continuously with the most common visual functions being those of near vision and depth perception
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.
Equinox Hotels + Resorts is a rapidly expanding global luxury hospitality brand and management company, built on the evolution of Equinox. With a design-forward approach, our portfolio spans urban, resort, and destination locations worldwide, offering high-performance living in architecturally stunning spaces.
We redefine luxury hospitality by integrating the brand’s core pillars of movement, nutrition, regeneration, and community. Tailored for the next generation of travelers, our hotels empower guests to reach their fullest potential, combining fitness, health, and holistic well-being into every aspect of the experience. From personalized services to regenerative spa treatments and nutritious dining, we create environments that energize and inspire.
Our Code
Our philosophy of "All. And Nothing." balances indulgence with simplicity, ensuring each guest thrives by amplifying performance and pushing limits, ultimately helping them achieve new heights in life.
Job Overview
The Director of Account Services is responsible for the strategic oversight and flawless execution of all group and account services operations, ensuring seamless delivery, client satisfaction, and maximized profitability. This role not only manages complex room block programs and group operations but also provides sales leadership, budget and revenue strategy alignment, and post-event evaluation. The Director serves as a highly visible leader—client-facing and actively present on the floor—overseeing all aspects of group operations across the property, including ensuring the Electric Lemon Private Dining Room operational conditions are met. With annual oversight of ~$10–15M in group business (including mini-groups), this individual plays a critical role in elevating the guest experience, fostering innovation, and driving long-term account growth.
Key Responsibilities:
Client Retention & Guest Satisfaction
Serve as the primary point of contact for group clients, fostering strong relationships, ensuring luxury service delivery, and driving repeat business.
Maintain visibility throughout group stays and events to reinforce leadership presence and client trust.
Enhance the guest experience through luxury offerings, innovative services (including AI-driven solutions), and curated amenities such as the Sleep Lab, positioned as a premium upsell opportunity.
Monitor and elevate client satisfaction using Medallia scores, guest feedback, and post-event evaluations.
Financial Performance
Oversee annual group business (~$10–15M) and contribute to long-term budget planning and forecasting.
Maximize profitability from room blocks through upselling, accurate demand forecasting, and leveraging underutilized event space at EL PDR 25.
Track and manage chargebacks to Sales for client amenities, VIP courtesies, and activations (e.g., Marketing, Spa Socials) to ensure transparency and disciplined expense allocation.
Develop and implement incentives for Sleep Lab upgrades, targeting ~$5K in incremental revenue per quarter.
Operational Oversight & Event Execution
Plan, manage, and execute complex, large-scale room block programs with precision and attention to detail.
Collaborate with STARR, Equinox Club, Spa, and other departments to deliver cohesive, high-quality guest experiences.
Ensure uncompromising service standards from initial engagement through post-event follow-up. Continuously improve operational processes by identifying service gaps, addressing root causes, and implementing preventative measures—measured by reduced service failures, fewer repeat issues, stronger client satisfaction scores, and greater efficiency.
Guarantee all aspects of group operations align with the property’s brand standards and luxury positioning.
Leadership & Team Development
Lead and develop the Account Services Manager, ensuring cross-property functions are consistently achieved.
Maintain close oversight of all group accounts, monitoring financial performance, guest feedback, and opportunities for improvement.
Anticipate and resolve challenges proactively, fostering a culture of accountability, innovation, and operational excellence.
Process Improvement & Innovation
Analyze service gaps, identify root causes, and implement preventative measures to reduce inefficiencies.
Innovate service delivery models by leveraging AI tools, data-driven forecasting, and premium upsell strategies.
Continuously refine post-event follow-up processes to strengthen client loyalty and enhance organizational learning.
Qualifications/Skills:
Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.
Essential Skills and Qualifications
Bachelor’s degree (preferred).
Certified Meeting Planner (CMP) designation preferred.
Minimum 6 years of experience in conference/event services within a luxury hotel setting.
Proven success managing large, complex room block programs and driving group profitability.
Strong leadership, communication, and negotiation skills with demonstrated team development experience.
Proactive, ethical, and client-focused mindset.
Advanced proficiency in Excel, PowerPoint, HMS, and Delphi.
Proven sales, catering, and guest engagement expertise.
Essential Physical Abilities:
Endure various physical movements throughout the work areas, such as reaching, bending and stooping
Repetitive hand motion (typing) for extended periods of time
Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environment systems
Must be able to sit at a desk for up to 5 hours a day. walking and standing are requested the rest of the working day. this includes traveling to and from meetings. Length of time of these tasks may var from day to day and task to task
Must be able to exert well-paced ability to maneuver between functions occurring simultaneously
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis
Must be able to lift up to 30 lbs occasionally
Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity
Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees
Vision occurs continuously with the most common visual functions being those of near vision and depth perception
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.
💡 Quick Summary
Seeking a career-building opportunity? The Director of Account Services position is now open for candidates interested in the Event Management Jobs sector. This role in New York City offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Event Management Jobs is a plus.
