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

Company Overview

Raffles Hotels & Resorts and Fairmont Hotels & Resorts are leading luxury hospitality brands.

Dual reporting to the COO of Raffles and the COO of Fairmont, the Corporate Director, Guest Experience is a trusted operational advisor who advances global and regional strategic initiatives for Raffles and Fairmont hotels worldwide.

• 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 KPI’s 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 KPI’s.
• 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. Researching market trends, liaising 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.
• Represents 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 strategic focus on guest satisfaction & elevating the guest journey.
• Where possible and facilitated: benchmark competitive set; gain insights about services, amenities & tools that resonate with guests at competing hotels and make recommendations.
• Liaise with COOs on Brand Council structure and composition, assist with leading and steering the Brand Council participants in the perimeter and the assignment of Members for Brand Standards and Hotel Opening Task Force assignments.

• Monitor and Track the Reputation Performance Score and other parameters (RPS Index, GSS) and the Spa Survey, MICE Survey, F&B Surveys to gather insights on impact (and as long as they form part of Trust You) of the hotels in the perimeter based on annual targets sent- create and communicate to the Hotels (GM / SVPO / GX Leader)
• Evaluate the Mystery Shopping program performance and information for low performing hotels, to provide direction and drive strategic decisions and corrective action plans for hotel in the assigned perimeter.
• Liaise regularly with the hotel Quality teams / Leadership on KPI’s performance (RPS and LQA) and log these interactions in Taskworld – work with the hotels on improvement plans and liaise these…