Job Description
Elevate the Standard of Luxury in Paradise
Azure Sands Resort & Spa is seeking a visionary Director of Guest Experience to join our executive leadership team in the heart of Honolulu. This is more than a management role; it is a unique opportunity to redefine what world-class hospitality looks like in the modern era.
As the primary architect of the guest journey, you will ensure every visitor feels the authentic spirit of Aloha through meticulously crafted experiences and impeccable service standards. We are looking for a high-energy professional who thrives in fast-paced, 5-star environments and possesses a relentless drive for operational excellence and guest satisfaction.
At Azure Sands, we offer a premium workplace culture, competitive executive benefits, and the chance to lead at one of the Pacific's most prestigious destinations.
Responsibilities
- Establish and maintain Forbes 5-Star service standards across all guest-facing departments.
- Lead, mentor, and inspire a team of 60+ professionals, including Concierge, Front Office, and Guest Relations.
- Curate and oversee personalized itineraries for VIP guests and high-profile dignitaries.
- Utilize guest feedback data and NPS metrics to drive continuous operational improvements.
- Collaborate with the Executive Chef and Spa Director to create integrated lifestyle packages.
- Manage departmental budgets, forecasting, and labor costs to ensure financial efficiency.
- Act as the primary point of escalation for guest recovery, ensuring gold-standard resolutions.
Qualifications
- Minimum 7+ years of leadership experience within a luxury resort or 5-star hotel setting.
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- Proven track record of increasing Guest Satisfaction Scores (GSS) and brand loyalty.
- Expert proficiency in Property Management Systems (PMS), specifically Oracle Opera.
- Exceptional interpersonal and communication skills with a focus on empathetic leadership.
- Multilingual capabilities (Japanese or Mandarin preferred but not required).
- Strong financial acumen and experience managing multi-million dollar departmental budgets.