Job Description
Are you an elite hospitality visionary dedicated to crafting unforgettable memories? Royal Palms Luxury Resorts is seeking a world-class Director of Guest Experience to champion our guest-first culture at our flagship Honolulu oceanfront property.
In this high-impact leadership role, you will inspire a dedicated team of concierge, front-of-house, and guest relations professionals to deliver bespoke service that surpasses 5-star standards. We offer a competitive executive compensation package, comprehensive healthcare benefits, generous paid time off, and career advancement opportunities across our international luxury portfolio.
Responsibilities
- Lead, mentor, and inspire a high-performing guest services team to deliver ultra-luxury, high-touch hospitality.
- Develop and execute strategic guest-satisfaction initiatives that boost VIP retention and repeat bookings.
- Establish, monitor, and refine service delivery standards across all customer touchpoints, from pre-arrival to post-departure.
- Analyze guest feedback trends from multiple channels to drive continuous service and process improvements.
- Collaborate cross-functionally with Food & Beverage, Housekeeping, and Events teams to ensure seamless operational flow.
- Manage the department's operational budget, resource allocation, and executive-level labor planning.
Qualifications
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 5+ years of progressive leadership experience in a luxury 5-star resort or premium boutique hotel setting.
- Proven track record of significantly improving Net Promoter Scores (NPS) and TripAdvisor rankings.
- Deep expertise in industry-standard property management systems (PMS) and customer relationship management (CRM) software.
- Exceptional emotional intelligence, crisis resolution skills, and refined verbal and written communication.
- Flexible schedule availability, including weekends, holidays, and peak tourism seasons.