Job Description
Are you a visionary leader with a passion for ultra-luxury hospitality? Azure Horizon, a world-class resort nestled on the iconic Waikiki Beach, is seeking a Director of Guest Experience to redefine the standard of excellence. You will lead our front-of-house, concierge, and guest relations teams to create bespoke, unforgettable journeys for our global clientele.
We don't just provide accommodation; we curate lifetime memories. If you have an obsession for detail, a warm professional demeanor, and a drive to innovate, we invite you to join our prestigious team.
Responsibilities
- Develop and execute comprehensive guest experience strategies to drive high NPS scores and brand loyalty.
- Oversee daily operations of the Front Office, Guest Services, and VIP Concierge departments.
- Mentor and lead a diverse team of hospitality professionals to foster a culture of service excellence.
- Act as the primary point of escalation for guest concerns, resolving complex issues with grace and diplomacy.
- Collaborate with the F&B and Spa leadership to ensure seamless, personalized cross-departmental service.
- Analyze guest feedback data to identify trends and implement continuous improvement protocols.
- Manage departmental budgets, labor costs, and operational KPIs to ensure fiscal responsibility.
Qualifications
- Bachelor’s degree in Hospitality Management, Business, or a related field.
- Minimum of 7 years of leadership experience in luxury hotel or resort environments.
- Proven track record of managing high-performing teams in a 5-star setting.
- Exceptional verbal and written communication skills with a focus on emotional intelligence.
- Proficiency in modern Property Management Systems (PMS) such as Opera or Oracle Hospitality.
- Strong problem-solving abilities and the capacity to perform under pressure.
- A deep understanding of luxury market trends and guest expectations.