Guest Experience Director

Location:

North West England

We are partnering with an ambitious, high-profile luxury hospitality and leisure business to appoint a Director of Guest Experience to play a pivotal role in shaping and delivering an exceptional guest proposition.

This is a rare opportunity to join a landmark hospitality development in the North West, taking ownership of the end-to-end guest journey and establishing a world-class approach to service, experience and engagement.

The successful individual will be a highly accomplished luxury hospitality professional with a passion for creating extraordinary experiences, an instinctive understanding of high-net-worth and VIP clientele, and the vision to deliver service standards that genuinely differentiate a brand.

Responsibilities:

• Guest Experience Strategy:
  Define and lead the overall guest experience vision, setting the standards and service philosophy across the business.
• VIP & High-Profile Guest Journey:
  Develop and oversee bespoke guest programmes for VIPs, high-net-worth individuals, celebrities and other high-profile guests, ensuring exceptional levels of personalisation, discretion and attention to detail.
• End-to-End Journey:
  Own the complete guest journey, from pre-arrival engagement and reservations through to arrival, on-site experience, departure and post-visit relationship management.
• Service Excellence:
  Establish and embed a culture of anticipatory service, ensuring teams consistently deliver beyond guest expectations.
• Leadership & Development:
  Build, lead and inspire a high-performing guest experience function, developing a service-led culture and future leadership talent.
• Personalisation & CRM:
  Drive the use of guest intelligence, preferences and data to create meaningful, tailored experiences and long-term loyalty.
• Operational
  
  Collaboration:
  
  Work closely with operational, commercial, marketing and wider leadership teams to ensure a cohesive and seamless guest proposition.
• Brand & Reputation:
  Champion the brand's positioning and reputation, proactively managing guest feedback and continuously elevating the overall experience.
• Pre-Opening & Launch:
  Play a key role in the development, implementation and launch of the guest experience strategy, including service standards, operating procedures, recruitment and training.

Requirements:

• Proven experience at Director or senior leadership level within luxury hospitality, ultra-luxury hotels, resorts, premium lifestyle destinations or high-end guest experience environments.
• A demonstrable track record of designing and delivering exceptional VIP and high-net-worth guest journeys.
• Experience with in internationally recognised luxury hospitality brands or complex, high-profile hospitality environments.
• Strong understanding of personalised service, guest relations, concierge operations and luxury service culture.
• Experience building and leading large, service-focused teams and embedding a culture of excellence.
• Commercially astute, strategically minded and confident operating at executive and board level.
• Exceptional interpersonal skills, with the ability to build relationships with discerning and high-profile clientele.
• Experience in pre-opening, new concept launches or large-scale hospitality developments would be highly advantageous.