Director of Guest Experience

Director of Guest Experience

The Director of Guest Experience is responsible for the intentional design and delivery of a seamless, anticipatory, and memorable guest journey across the property. This includes oversight of assigned guest segments—such as Elite and Elite Centrally Served Guests—ensuring personalized attention and flawless coordination throughout their stay. This role partners closely with operational and support teams to strengthen emotional connection, personalization, recognition, and overall guest satisfaction.

In collaboration with Rooms, Engineering, Food & Beverage, Spa, Recreation, Security, and People & Culture, the Director ensures the guest experience is thoughtfully curated and consistently executed to the highest standards of service. Across all responsibilities, the Director champions guest advocacy, drives continuous improvement, and elevates the brand's promise through thoughtful experiences and exceptional execution.

What You Will Do:

• Guest Journey and Experience Design
• Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement.
• Design, maintain, and evolve guest experience, levels of service, rituals, and service cues that reflect Four Seasons.
• Identify service gaps and create innovative enhancements that elevate the guest experience across all departments.
• Oversee a variety of select guests' programming with a focus on accuracy, communication, and timely execution.
• Elite and Elite Centrally Served Guests
• When Elite Guests have a reservation at the property, the Director/Manager of Guest Experience is responsible for the oversight of each Elite Guest's stay, working closely with Elite Contact to ensure a seamless experience.
• For Elite-Centrally Served Guests, the Director of Guest Experience will personally serve as the dedicated On-Property Point of Contact, following checklist responsibilities and maintaining continuous communication with the Global Guest Relations Advisor and the Elite Contact throughout the guest's visit.
• In the event the Director/Manager of Guest Experience is unavailable, they must delegate an alternative dedicated On-Property Point of Contact for each Elite Centrally Served Guest to ensure uninterrupted service.
• Operational Leadership
• Partner with all operating departments to support consistent service delivery.
• Lead the Guest Experience team and all teams involved with personalized service.
• Oversee daily operations related to arrivals, in-house service recovery, and departures.
• Ensure accurate and timely communication of guest preferences, important arrivals, and special events to all departments.
• Service Recovery and Guest Advocacy
• Act as the property's primary advocate for guest concerns.
• Lead all serious service recovery situations with calm, empathy, and professionalism.
• Track trends in guest feedback and lead cross-department action plans to resolve root causes.
• Collaborate with the General Manager and Director of Rooms on sensitive cases to ensure positive resolution.
• Data, Insights, and Quality Assurance
• Work with the Learning and/or Quality Assurance Manager to analyze guest satisfaction scores, sentiment data, and behavioral insights to guide improvements.
• Monitor key performance indicators including response times, recovery outcomes, and select guest satisfaction (Elite-CS, Elite, HRG, and other guest types as applicable).
• Lead regular reviews with department heads to ensure accountability for guest experience performance.
• Leadership and Culture
• Model a culture of empathy, emotional intelligence, and Four Seasons behaviors.
• Coach leaders and employees on guest interaction skills and recognition fundamentals.
• Support training for new department leaders on guest experience expectations.
• Serves as an advisor on the overall Guest Experience to the Planning Committee through the Director of Rooms or Hotel/Resort Manager.
• Innovation and Brand Standards
• Lead initiatives that elevate personalization through digital tools such as Golden and Golden Exp, guest preference capture, and in-room experience programs.
• Partner with Corporate teams to pilot new tools, refine standards, and share…