Job Description
Are you a hospitality visionary with an eye for the extraordinary? Aether Luxury Resorts & Spas is seeking a Director of Guest Experience to redefine indulgence at our flagship Honolulu property. You will orchestrate seamless, high-touch journeys for our elite clientele, ensuring every interaction reflects our commitment to unparalleled island luxury.
We are not just looking for a manager; we are looking for a curator of memories.
Responsibilities
- Develop and execute comprehensive guest experience strategies to exceed luxury service standards.
- Oversee all front-of-house operations, including concierge, front desk, and VIP relations teams.
- Analyze guest feedback data to identify trends and implement continuous service improvements.
- Collaborate with department heads to ensure a cohesive and personalized guest journey from pre-arrival to departure.
- Manage high-profile guest escalations with poise, diplomacy, and a solutions-oriented mindset.
- Mentor and lead a diverse team of hospitality professionals to foster a culture of excellence and empowerment.
- Maintain deep knowledge of local culture and curate exclusive, off-market experiences for guests.
Qualifications
- Bachelor’s degree in Hospitality Management or a related field.
- Minimum of 5-7 years of leadership experience in a 5-star luxury hotel or boutique resort setting.
- Exceptional emotional intelligence and the ability to anticipate guest needs proactively.
- Proven track record of improving guest satisfaction scores (GSS) and TripAdvisor/Forbes Travel Guide ratings.
- Outstanding verbal and written communication skills; proficiency in a second language is a plus.
- Deep understanding of property management systems (e.g., Opera, Alice) and CRM tools.
- Ability to thrive in a fast-paced, high-pressure, and upscale environment.