Director of Guest Experience

About the Role

The Director of Guest Experience is a key leadership role responsible for shaping and delivering unforgettable guest journeys at every touchpoint. This role ensures that the hotels service culture consistently embodies luxury warmth and personalized attention fostering loyalty and elevating the brand reputation.

You will lead all guest-facing teams driving a seamless high-touch service environment that exceeds expectations and turns moments into lifelong memories. Your operational oversight and strategic vision will empower the team to innovate and continuously enhance the guest experience across all departments.

Key Responsibilities

Guest Experience Leadership

• Define and implement a guest experience strategy that aligns with the hotels luxury brand values and market positioning.

• Inspire and lead guest relations concierge front office and other customer-facing teams to deliver personalized anticipatory service.

• Act as the hotels ambassador for guest engagement maintaining a visible and approachable presence throughout the property.

• Monitor and analyze guest feedback reviews and satisfaction metrics to proactively identify opportunities for service enhancement.

• Lead initiatives that create memorable unique experiences tailored to diverse guest profiles including VIPs and repeat clientele.

Operational Excellence

• Oversee daily guest service operations ensuring consistency efficiency and excellence in all interactions.

• Collaborate closely with other department heads (Rooms F&B Spa Housekeeping) to ensure a smooth coordinated guest journey.

• Develop and maintain standard operating procedures that uphold the highest standards of guest service and operational compliance.

• Manage training and development programs to cultivate a culture of service excellence and continuous improvement.

• Utilize guest data and CRM tools to personalize services and track guest preferences and history.

Team Leadership & Development

• Recruit mentor and develop a high-performing guest experience team fostering a culture of empowerment accountability and guest-centricity.

• Facilitate ongoing training in luxury service standards cultural awareness and emotional intelligence.

• Lead cross-departmental workshops and briefings to embed guest experience priorities throughout the hotel.

Strategic & Financial Management

• Participate in budgeting and forecasting processes related to guest services and experience initiatives.

• Work with Sales & Marketing and Revenue Management teams to align guest experience programs with commercial objectives.

• Track and report on key performance indicators related to guest satisfaction loyalty and operational effectiveness.

Compliance & Brand Standards

• Ensure all guest experience activities comply with brand standards local regulations and health & safety policies.

• Represent the brands values internally and externally maintaining the highest levels of professionalism and discretion.

Qualifications :

• Proven experience (minimum 7 years) in guest experience guest relations or customer service leadership roles within luxury hospitality.

• Strong expertise in designing and delivering personalized high-touch guest experiences.

• Exceptional interpersonal and communication skills with an ability to connect authentically with guests and team members alike.

• Demonstrated ability to lead and motivate diverse teams in a fast-paced service-driven environment.

• Proficiency with guest feedback platforms CRM systems and data analytics tools to enhance service personalization.

• Strategic thinker with a data-driven approach to continuous service improvement.

• Deep understanding of luxury hospitality standards brand values and cultural nuances impacting guest expectations.

• Ability to handle sensitive situations with discretion empathy and professionalism.

• Bachelors degree in Hospitality Management or related field preferred.

Additional Information :

What Awaits You...

• The opportunity to join an international innovative and fast-growing group committed not only to building new hotels but also to creating a global brand.

• The chance to challenge the norm and work in an environment that is both creative and rewarding.

• Be part of a team that is deeply passionate about creating exceptional hospitality experiences and exploring new locations with every opportunity.

• A competitive package along with plenty of development opportunities to grow within the organization.

FAENA The Red Sea is set to become a world-class destination offering luxury accommodations unparalleled service and extraordinary experiences. As a member of our team you will play a pivotal role in shaping and building the teams that will bring this iconic brand to life and ensure the continued success of the property.

If you are looking to make a significant impact on an ambitious high-profile project and are excited to help shape the future of FAENA The Red Sea we invite you to apply for this exceptional opportunity.

Remote Work :

No

Employment Type :

Full-time