Director of Guest Experience

Our client is seeking a dedicated and innovative Director of Guest Experience to elevate the overall guest journey at their luxury hotel properties. The successful candidate will be responsible for designing and implementing strategies that enhance guest satisfaction, ensuring an exceptional experience from arrival to departure.

To learn more about the company, please visit Keller Executive Search’s website:

Key Responsibilities:

• Develop and oversee the guest experience strategy, fostering a guest-centric culture among all team members.

• Analyze guest feedback and operational metrics to identify areas for improvement and implement effective solutions.

• Collaborate with various departments to ensure seamless service delivery and exceed guest expectations.

• Lead training programs focused on guest service excellence and empowering staff to take ownership of the guest experience.

• Monitor industry trends and best practices in guest experiences, applying innovation to improve hotel offerings.

• Act as a liaison between guests and hotel management, addressing concerns and resolving issues promptly.

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.

• 8+ years of experience in hotel management or guest services, with at least 3 years in a leadership role.

• Strong understanding of guest experience metrics and service enhancement strategies.

• Exceptional interpersonal and communication skills, with a passion for customer service.

• Proven ability to lead, coach, and motivate a diverse team.

• Creative problem-solving skills and a proactive approach to guest engagement.

• Familiarity with industry technology and software for managing guest experiences.

Benefits

Work Perks:

• Enjoy a dynamic, inclusive workplace culture that values creativity and collaboration.
• Access to generous PTO, flexible hours, and top-tier Medical, Dental, and Vision coverage.
• A handsome salary range of $160k to $210k.
• Work in a sleek, modern office equipped with a fully stocked kitchen and premium coffee.
• Take part in exciting team-building activities and avenues for career advancement.

_ Equal Employment Opportunity and Non-Discrimination Policy USA _

_ Equal Employment Opportunity Statement: Both Keller Executive Search and our clients are Equal Opportunity Employers. For all positions, whether with Keller Executive Search or our clients, qualified applicants will receive consideration for employment without regard to race, skin color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran status, disability, genetic information, or any other legally protected status. _

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_ Compensation Information: For client positions, compensation information is available in the job post. If not provided, it will be shared during the interview process in accordance with applicable laws. When required by law, salary ranges will be included in job postings. Actual salary may depend on skills, experience, and comparison to current employees in similar roles. Salary ranges may vary based on role and location. _

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• _ Colorado, Nevada, New York City, California, and Washington Residents: Compensation information is available in the job post or will be provided during the interview process if not initially available. _

• _ Both Keller Executive Search and our clients are committed to pay equity and conduct periodic pay equity analyses in accordance with applicable laws. _

_ State-Specific Information: _

• _ Rhode Island: We do not request or require salary history from applicants. _

• _ Connecticut: We provide wage range information upon request or before discussing compensation. _

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_ Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location. _