Director, Guest Experience and Service Enablement

About the role

The Director, Guest Experience and Service Enablement leads the strategy, delivery, and continuous enhancement of the end-to-end Four Seasons Yachts guest journey, ensuring a seamless, personalized, and differentiated luxury experience from pre-arrival through post-voyage.

This role oversees guest experience operations across both shoreside and shipboard teams, establishes service standards and the Yacht Service Specialist model, and leverages guest feedback, insights, and technology to drive service innovation, operational excellence, and guest loyalty.

What You Will Do

• Design, oversee, and continuously improve the end-to-end guest journey across Four Seasons Yachts, from pre-arrival through post-voyage.
• Establish and lead the Yacht Service Specialist (YSS) model and guest experience operating framework.
• Define service standards, priorities, and enablement practices to ensure consistent luxury service delivery.
• Provide strategic leadership for guest experience, service excellence, personalization, and guest-facing technology initiatives.
• Lead and manage both the Shipboard Concierge Team and Shoreside Yacht Specialist Team.
• Partner with Yacht Operations and senior leadership to align guest experience strategies with operational execution.
• Analyze guest feedback, sentiment data, customer insights, and operational metrics to identify improvement opportunities.
• Translate guest trends and business insights into service enhancements and operational priorities.
• Drive continuous improvement initiatives that elevate the guest experience and strengthen guest loyalty.
• Collaborate with cross-functional teams while influencing guest-related aspects of destination and shore experience offerings.

What You Bring

• Bachelor’s or Master’s degree (or equivalent combination of education and relevant experience).
• 7–10 years of operations, guest experience, or service leadership experience in a fast-paced environment; luxury hospitality, travel, cruise, or related industry experience preferred.
• Strong strategic thinking, analytical, and problem-solving skills with the ability to influence decisions and drive results.
• Proven leadership capabilities with experience managing teams, leading cross-functional initiatives, and navigating change.
• Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint, along with knowledge of program management methodologies and tools.

What We Offer

• Competitive compensation and comprehensive benefits package.
• Robust training, development, and career growth opportunities.
• Employee discounts on stays at Four Seasons properties worldwide.
• Complimentary meals and parking while working in the office.
• Hybrid work environment with 3 days per week in the Miami Corporate Office.
• Ability to travel up to 40% of the time.

Schedule & Hours

A hybrid work model with a minimum of 3 days per week in the Miami Corporate Office. Ability to travel up to 40% of the time.

Visa Requirements

Visa sponsorship is not available. Must already be legally permitted to work in the United States.

Equal Opportunity, Affirmative Action Employer

Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf