Director of Guest Experience

The Director of Guest Experience is a big-picture thinker who takes various elements of the guest stay and ties them together into a seamless guest stay. With a holistic view of the experience, this role understands individual guest needs and helps meet and exceed them through the operational teams while also keeping oversight of guest issues and recovery.  The Director of Guest Experience oversees the Guest Experience & Guest Recognition teams (inclusive of personal assistants, concierge team, and guest recognition specialists), driving guest engagement and loyalty and managing the department budget.

DUTIES & RESPONSIBILITIES:

• Designs and implements a luxury guest experience strategy that aligns with brand standards and delivers on emotional, personalized service

• Leads internal daily meetings and partners with department heads (Rooms, Housekeeping, F&B, Spa, Sales) to ensure seamless execution of service at every touchpoint

• Personally manages and oversees VIP, repeat, and high-value guests, ensuring a tailored, high-touch experience.  Remains visible within guest areas throughout the day.

• Leverages guest data and profiles to anticipate preferences and personalize pre-arrival, in-stay, and post-departure touchpoints

• Leads the delivery of signature guest experiences, such as customized welcome, curated itineraries, and surprise-and-delight moments

• Monitors and analyzes guest satisfaction metrics (e.g., LQA scores, Forbes standards, online reviews, internal surveys)

• Leads continuous service improvement initiatives based on guest feedback and luxury hospitality benchmarks

• Conducts regular service audits and standards checks, including mystery guest evaluations and daily guest profile reviews

• Acts as a point of escalation for guest issues, working with teams to recover and redirect the guest experience 

• Ensures flawless execution of arrival and departure experiences (greetings, in-room check-in, farewell gifts, etc.)

• Maintains strong relationships with external partners (e.g., chauffeurs, personal shoppers, local artisans) to elevate guest offerings

• Works at the busiest time including evenings, weekends, holidays while properly leading the team

• Understands what objectives are important to the hotel and ensures the entire team is focused on exceeding expectations

• Treats guests, team members and third-party vendors with courtesy, respect, and dignity

• Practices preventative safety procedures daily

• Must maintain stability, dependability, and professionalism when faced with changing, stressful, and challenging situations

• Advocates for City Club Membership

• Performs other duties as assigned for the operation

REQUIRED STRENGTHS, SKILLS, & EXPERIENCE:

• Enjoys taking a strategic approach to situations and decision-making, positioning data as a main driver

• Strong customer service skills, guest relationship experience.

• Knowledge of front and back of house operations.

• Fluent and professional communication both written and verbal.

• Works well under pressure, multitasking, and team player.

• Extreme attention to detail in all areas, organizational skills, and thinks strategically.

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BHC is an equal employment opportunity employer.  Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.