Dir-Guest Experience

Director of Guest Experience Job Description Position Summary

The Director of Guest Experience is a senior leadership role responsible for overseeing and integrating the Guest Experience (Butler) Team and the Front Desk Team to deliver a seamless highly personalized and consistently exceptional guest journey from pre-arrival to post-departure.

As the strategic and operational leader of all guest-facing front-of-house functions the Director of Guest Experience ensures the highest standards of luxury hospitality operational excellence financial performance and brand integrity in alignment with Bulgari Brand Standards Forbes-LQA expectations and company policies.

This role provides unified leadership supervision and direction across teams serving as Manager on Duty when required and acting as a key representative of hotel management in all guest-related matters.

This is a Blue band position reporting to Director of Rooms

Key Responsibilities Strategic Leadership & Oversight

• Provide overall leadership direction and governance for both the Guest Experience (Butler) Team and Front Desk Team.
• Develop and execute departmental goals action plans and service strategies aligned with hotel business objectives and brand standards.
• Ensure consistent execution of Bulgari Signature Services front desk operations and luxury service rituals across all guest touchpoints.
• Act as a role model demonstrating professionalism integrity brand presentation and service excellence at all times.

Guest Experience Excellence

• Oversee the complete guest journey from pre-arrival engagement to post-departure follow-up ensuring a seamless and highly personalized experience.

Anticipate guest needs manage preferences history and special requests and ensure tailored experiences for repeat and VIP guests.

• Handle resolve and follow up on guest concerns complaints and service recovery situations with discretion and professionalism.
• Interact directly with guests to obtain feedback on service quality satisfaction and brand perception driving continuous improvement.
• Ensure all services facilities and interactions meet or exceed Bulgari Brand Standards Forbes-LQA and internal quality metrics.

Front Desk & Guest Operations Management

• Oversee daily front desk operations including check-in/check-out processes reservations billing credit control and same-day selling procedures.
• Supervise occupancy control room revenue optimization and adherence to revenue and financial objectives.
• Ensure accurate use and compliance with Opera GXP and other hotel systems.
• Ensure front desk and guest service operations adhere to all SOPs LSOPs safety security and compliance requirements.
• Serve as Manager on Duty as required overseeing overall property operations and representing hotel management.

Team Leadership & People Management

• Lead manage train evaluate coach and motivate team members across Guest Experience and Front Desk teams.
• Build a culture of trust collaboration accountability and excellence encouraging mutual respect and strong team engagement.
• Ensure effective staffing levels to meet operational demands guest expectations and financial objectives.
• Support talent development performance management succession planning and continuous learning within the teams.

Actively support the Fair Treatment/Open Door Policy and employee engagement initiatives.

Service Culture & Training

• Ensure all team members are trained and compliant with Bulgari Signature Service Forbes-LQA standards brand grooming and communication protocols.
• Observe service behaviors provide real-time feedback and implement ongoing coaching to elevate performance.
• Promote a guest-centric service mindset empowering employees to deliver memorable above-and-beyond service experiences.

Cross-Departmental Coordination

• Collaborate closely with Housekeeping F&B Spa Concierge Engineering Security and other departments to ensure seamless guest service delivery.
• Coordinate lost & found processes in-room amenities special arrangements and service recovery actions.
• Promote and cross-sell hotel outlets and services while adhering to company policies and service standards.

Financial & Business Performance

• Understand and manage the financial impact of Guest Experience and Front Desk operations on overall hotel performance.
• Monitor budgets payroll productivity and operational costs to achieve or exceed defined targets.
• Utilize business and analytical acumen to identify operational improvements and innovative service solutions.

Policies Compliance & Risk Management

Ensure consistent and fair application of company policies disciplinary procedures and documentation in line with SOPs and local labor regulations.

• Maintain safety security confidentiality and asset protection standards at all times.
• Report incidents accidents and unsafe conditions promptly and ensure compliance with training and certification requirements.

Professional Competencies

• Exceptional guest service orientation with a luxury hospitality mindset
• Strong leadership communication and interpersonal skills
• Advanced problem-solving and decision-making capabilities
• High level of professionalism presentation and cultural awareness
• Ability to manage change multitask prioritize and perform under pressure
• Strong business acumen and operational understanding

Education & Experience

• Degree in Hospitality Management Business Administration or related field preferred.
• Minimum of several years of progressive leadership experience in luxury hospitality front office or guest experience operations.
• Proven experience leading integrating and developing multiple guest-facing teams.

Physical & Language Requirements

• Excellent English communication skills (additional languages preferred).
• Ability to stand walk and visually monitor operations throughout the property as required.