Director of Guest Experience

About the role

The Director of Guest Experience is responsible for the intentional design and delivery of a seamless, anticipatory, and memorable guest journey across the property. This includes oversight of assigned guest segments—such as Elite and Elite Centrally Served Guests—ensuring personalized attention and flawless coordination throughout their stay. This role partners closely with operational and support teams to strengthen emotional connection, personalization, recognition, and overall guest satisfaction.

In collaboration with Rooms, Engineering, Food & Beverage, Spa, Recreation, Security, and People & Culture, the Director ensures the guest experience is thoughtfully curated and consistently executed to the highest standards of service. Across all responsibilities, the Director champions guest advocacy, drives continuous improvement, and elevates the brand's promise through thoughtful experiences and exceptional execution.

What You Will Do

• Guest Journey and Experience Design
  Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement.
  Design, maintain, and evolve guest experience, levels of service, rituals, and service cues that reflect Four Seasons.
  Identify service gaps and create innovative enhancements that elevate the guest experience across all departments.
• Operational Leadership
  Partner with all operating departments to support consistent service delivery.
  Lead the Guest Experience team and all teams involved with personalized service.
  Oversee daily operations related to arrivals, in-house service recovery, and departures.
  Ensure accurate and timely communication of guest preferences, important arrivals, and special events to all departments.
• Service Recovery and Guest Advocacy
  Act as the property’s primary advocate for guest concerns.
  Lead all serious service recovery situations with calm, empathy, and professionalism.
  Track trends in guest feedback and lead cross-department action plans to resolve root causes.
  Collaborate with the General Manager and Director of Rooms on sensitive cases to ensure positive resolution.
• Data, Insights, and Quality Assurance
  Work with the Learning and/or Quality Assurance Manager to analyze guest satisfaction scores, sentiment data, and behavioral insights to guide improvements.
  Monitor key performance indicators including response times, recovery outcomes, and select guest satisfaction (Elite-CS, Elite, HRG, and other guest types as applicable).
  Lead regular reviews with department heads to ensure accountability for guest experience performance.

What You Bring

• Minimum five years of progressive leadership experience in luxury hospitality.
• Proven expertise in Guest Experience, Front Office, Concierge, or Rooms Division leadership.
• Strong emotional intelligence, diplomacy, and communication skills.
• Demonstrated ability to manage complex service recovery situations with grace and authority.
• Strong analytical capability and comfort with guest experience systems and data tools.
• Ability to lead cross-functional teams and influence without formal authority.
• Flexible approach required for a fast-paced and guest-driven environment.
• Warm, intuitive, and composed leadership presence.
• Ability to anticipate needs before they arise.
• Deep commitment to service excellence.
• Strong collaboration across all divisions.
• High accountability for guest satisfaction metrics.
• Passion for continuous improvement, innovation, and luxury standards.

What We Offer

• Salary: $90k annually
• Eligible for Performance Base Annual Incentive Plan (10% Target)
• Winter Season Lifestyle Benefit Merchant Pass
• Available 401k participation with company matching program
• Competitive Benefits: Medical, Dental and Life Insurance
• Discounted travel with discounted F&B and Spa Services at Four Seasons Hotels and Resorts Worldwide.
• Employee Cafeteria available for meals.

Schedule & Hours

This is a full-time position. A successful candidate will have a flexible schedule, and the ability to work morning, afternoon and evening shifts, weekends, and holidays.

Additional Information

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

We Are Four Seasons Video - http://jobs.fourseasons.com/

We look forward to receiving your application!

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.