The Director of Guest Experience is responsible for providing a personalized, exceptional, and distinctive experience to both resort guests and residents. By tailoring services and enhancing guest loyalty, this role will continually seek innovative ways to elevate the Guest Experience. The position involves managing the resolution of guest concerns and ensuring the delivery of high-quality, clean, and safe facilities, amenities, and services. Collaboration with Hotel Assistant Managers and all Front Office departments is key to success. The Director of Guest Experience also monitors guest satisfaction and recommends strategies to improve service. Essential competencies for this role include strong leadership, effective communication, excellent interpersonal and guest service skills, and in-depth knowledge of Four Seasons' offerings.
Develop and execute a comprehensive guest experience strategy that drives satisfaction, engagement, and loyalty across all guest touchpoints, including reservations, arrivals, service interactions, and post-stay follow-up. Continuously monitor industry trends and best practices to innovate guest experience programs.
Lead, manage, and mentor hotel management and employees in ensuring they are trained, motivated, and performing at the highest standards. Foster a guest-centric culture that encourages proactive problem-solving and personalized service. Organize and lead regular training and development programs to enhance the team's skills and knowledge.
Oversee and analyze guest feedback from Qualtrics and other channels to identify areas for improvement. Develop strategies to address and resolve glitches, and special requests promptly and professionally. Cultivate relationships with high-value, VIP guests and glitch guests to enhance loyalty and brand advocacy (not limited to VIP/Elite/HRG).
Ensure smooth operations and consistency in guest experience delivery, working across departments (Front Desk, Housekeeping, Food & Beverage, etc.). Collaborate with Operations and Sales & Marketing teams to ensure alignment between guest expectations and the brand promise. Create and monitor key performance indicators (KPIs) to track the effectiveness of guest experience initiatives. Ability to cover Front Office Manager shifts as business requires.
Introduce new and innovative guest experience programs that differentiate the business in the market. Lead initiatives to streamline guest touchpoints and remove glitch trigger points, ensuring a seamless experience from pre-arrival to post-stay.
Manage the Guest Experience department budget, ensuring efficient use of resources and effective allocation for guest programs. Analyze the return on investment for guest experience initiatives and adjust as necessary.
Education: Bachelor's degree in hospitality management, Business Administration, or related field (Master's degree preferred).
Minimum 7-10 years of experience in guest services, customer experience, or hospitality management.
Proven experience leading a team and driving guest satisfaction improvements.
Strong background in data analysis and the use of customer feedback to inform strategic decisions.
Skills & Competencies:
Exceptional leadership, communication, and interpersonal skills.
High level of emotional intelligence, with the ability to understand and manage guest needs and emotions effectively.
Strong analytical skills, with the ability to assess feedback, performance metrics, and trends to inform decisions.
Excellent problem-solving abilities, with a focus on achieving positive outcomes for both guests and the organization.
Knowledge of customer experience technologies and platforms (CRM systems, guest management tools, etc.).
Ability to thrive in a fast-paced, dynamic environment and adapt to changing guest needs.
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