Director, Guest Experience

Company Description

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• Employee benefit card offering discounted rates in Accor worldwide, including Fairmont Hotels
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, Diversity & Inclusion initiatives
• Competitive and flexible Health Care Benefit Plans to meet you and your family’s unique needs
• Vacation Benefits after 90 days, 401k match at 100% of first 4% of contributions

Director, Guest Experience - Fairmont Sonoma Mission Inn & Spa (Hotel) As Director of Guest Experience, you will continuously elevate and refine the luxury guest journey across the hotel, ensuring consistency, personalization, and excellence at every touchpoint. In this role you’ll serve as the champion of guest satisfaction, driving service culture, overseeing guest feedback, and partnering closely with all operating departments to anticipate needs, resolve concerns, and consistently exceed guest expectations.

What you will be doing:
Reporting to the Hotel Manager, responsibilities and essential job functions include but are not limited to the following:

• Elevate the sense of arrival and overall presence throughout the property, engaging with guests and colleagues to deliver a warm, polished luxury experience at every touchpoint
• Serve as a highly visible leader with an active presence across the hotel, including lobby, arrival areas, and dining venues, ensuring service excellence and providing operational support when needed
• Act as a primary liaison for VIP and long-stay guests, offering personalized recognition, anticipatory service, and meaningful moments that “make the special happen”
• Proactively monitor ambiance, cleanliness, and guest comfort, escalating concerns to the appropriate teams and ensuring timely and effective resolution
• Act as a connector between departments, clearly communicating guest preferences, feedback, and concerns to ensure seamless, personalized service
• Address guest concerns and complaints calmly and professionally, ensuring resolution and guest confidence
• Analyze guest feedback, surveys, and Voice of Guest (VOG) data to identify trends, implement improvements, and drive measurable gains in guest satisfaction
• Champion compliance with brand and luxury standards, including LQA, while continuously elevating service delivery and attention to detail
• Lead, coach, and mentor colleagues to foster a culture of service excellence, accountability, and continuous improvement
• Support hotel operations during peak periods, ensuring consistency, flow, and elevated guest experiences
• Set the standard for professionalism and presence through polished communication, confident body language, and impeccable personal presentation

Your experience and skills include:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of 3+ years’ experience in a Department Head role within a luxury hotel or resort environment
• Proven experience in guest experience, front-of-house, or hospitality leadership roles, with a strong understanding of luxury service standards and personalized guest engagement
• Exceptional interpersonal and communication skills, demonstrating a warm, confident, and professional presence
• Self-mot…