Corporate Director, Guest Experience, Raffles & Fairmont Hotels and Resorts

Corporate Director, Guest Experience, Raffles & Fairmont Hotels and Resorts

• Full-time
• Job Type: Permanent

Raffles Hotels & Resorts

The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment. Its timeless elegance, refined manners and spirit of generosity ensure that every visitor arrives as a guest, leaves as a friend and returns as family.

Fairmont Hotels & Resorts

Join a dynamic team and be part of the Fairmont family – with 90+ spectacular properties, and 34 more in the pipeline, in 30 countries around the globe, stretching from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

Dual reporting to the COO Raffles and COO Fairmont, the Corporate Director, Guest Experience is a trusted operational advisor to provide expertise to senior leaders and advance global & regional strategic initiatives for Raffles & Fairmont hotels globally.

They are responsible for developing key business strategies and initiatives to drive hotel performance, advancement of the guest experience to support Raffles & Fairmont’s vision & long-term objectives in driving growth, increasing guest satisfaction metrics, facilitating brand compliance, and optimizing hotel quality performance.

• Provides Guest Experience leadership & direction to Raffles & Fairmont corporate and regional departments. The Director will further a culture of service excellence, innovation and maintain a commitment to be "best in class".
• Lead and execute long-term guest experience optimization strategy to drive global KPIs for guest satisfaction & quality. Work in collaboration with COOs to ensure alignment of overall strategy and synergy of initiatives related to improving the Reputation Performance Score and Quality score of the brands and their competitive positioning on these KPIs.
• Regularly examine & evaluate Guest Reputation and Quality performance results, KPIs & leading indicators to identify and make recommendations on new opportunities / initiatives / best practices to enhance the guest experience & satisfaction being mindful of the impact on operational costs. Collaborate with and advise Operations on global and regional needs to drive performance.
• Monitor, with the Global Guest Experience team (Paris), the Brand’s competitive performance and assist with defining and updating the competitive set for Raffles & Fairmont in line with the Brand direction (both for RPS tools and Mystery Shopping tools / companies).
• Direct and support the Raffles & Fairmont Marketing team in the development of the annual hotel operating budget guidelines from a Guest Experience & Quality perspective.
• Take ownership and proactively establish the annual global Guest Satisfaction and Brand Compliance target setting practice. Research market trends, liaise with key departments to ensure relevant information capture (D&TS, Commercial, etc). Liaise with brand COOs to validate and communicate targets through VP. Operations to the hotels and new openings.
• Collaborate, and provide Guest Experience guidance & expertise to internal stakeholders through participation in various Raffles & Fairmont and Paris Corporate taskforces and committees on variety of Guest Experience business dimensions (i.e. Guest Experience, Brand Marketing, Loyalty, Internal Audit, Finance, Technology, Legal, Procurement, D&TS). Articulates, advocates and represents various stakeholders’ perspectives with the support of the COOs.
• Represent Guest Experience in cross‑functional company initiatives to ensure global & regional alignment. Liaison to global guest experience & other Brands Guest Experience leaders in establishing, revising global brand standards for Raffles and Fairmont, policies & procedures and direction on exemptions.
• Role model service excellence with a…