Guest Experience Director - Raffles & Fairmont Hotels

Drive the guest experience as the Corporate Director for Raffles & Fairmont, optimizing quality standards and guest satisfaction metrics in this full-time role. Shape the future of hospitality service.
Reporting directly to the COOs, you will guide the development of guest experience strategies that resonate across Raffles and Fairmont hotels globally. This role emphasizes service excellence, operational insights, and innovative leadership to enhance performance metrics. You will leverage your extensive hospitality experience to foster a culture focused on guest-centric initiatives.

Key Responsibilities:

• Oversee guest experience strategies across corporate and regional departments

• Analyze and enhance quality performance through actionable insights

• Collaborate with teams to improve brand compliance metrics

• Benchmark competitive set for insights on guest services

• Lead initiatives to establish targets for guest satisfaction
Requirements:

• 7 years of progressive hospitality operations experience

• Strong analytical, project management, and communication skills

• Proficiency in hotel management systems and reporting tools

• Bachelor’s in Hospitality Management preferred

• Fluent in English; additional language skills an asset
Be the strategic leader in guest satisfaction at Raffles & Fairmont, influencing luxury hospitality worldwide.
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