Job Description
Are you a visionary leader with a passion for world-class hospitality? Join Azure Horizon Luxury Resorts in the heart of Waikiki. We are seeking a dynamic Director of Guest Experience to elevate our brand standards and curate unforgettable moments for our discerning global clientele.
In this high-impact role, you will lead the strategic vision for guest satisfaction, driving operational excellence through data-driven insights and personalized service innovation.
Responsibilities
- Develop and execute comprehensive guest journey strategies to drive loyalty and repeat visitation.
- Lead and mentor a diverse team of front-of-house staff, concierge, and guest relations managers.
- Analyze guest feedback trends via NPS and internal surveys to implement actionable service improvements.
- Oversee daily hotel operations, ensuring alignment with luxury brand standards and safety protocols.
- Collaborate with the Sales and Marketing team to enhance premium service packages and VIP offerings.
- Manage departmental budgets and staffing schedules to optimize operational efficiency.
- Represent the resort as the primary liaison for high-profile guests and local community partnerships.
Qualifications
- Minimum of 7 years of leadership experience in 5-star luxury hotel or resort environments.
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- Proven track record of improving guest satisfaction scores and operational performance.
- Exceptional emotional intelligence and the ability to thrive in a fast-paced, high-pressure environment.
- Proficiency in Property Management Systems (PMS) like Opera or similar luxury-tier platforms.
- Strong financial acumen, including P&L management and operational forecasting.
- Fluency in English; additional languages preferred.