Job Description
Are you a visionary leader with a passion for ultra-luxury service? Azure Horizon Luxury Resorts is seeking a dynamic Director of Guest Experience to redefine hospitality at our flagship Honolulu property. You will lead our front-of-house teams to deliver bespoke, unforgettable moments for our global clientele. This is an opportunity to shape the culture of a world-class resort and influence industry standards.
We are looking for someone who understands that true luxury is found in the details. If you thrive in a fast-paced, high-stakes environment and possess an intuitive understanding of guest psychology, we want to meet you.
Responsibilities
- Oversee end-to-end guest lifecycle from pre-arrival personalization to post-stay engagement.
- Mentor and lead department managers to ensure consistent service excellence across all touchpoints.
- Analyze guest feedback trends and implement strategic service recovery and improvement initiatives.
- Drive innovative programming and luxury partnerships that elevate the resort's brand identity.
- Manage operational budgets, staffing levels, and training protocols for front-of-house divisions.
- Collaborate with the Executive Committee to align service goals with overall financial performance.
- Maintain high-level relationships with VIP guests, ensuring their unique preferences are consistently exceeded.
Qualifications
- Minimum of 7+ years of leadership experience in a 5-star luxury hotel or resort setting.
- Bachelor’s degree in Hospitality Management, Business, or a related field.
- Proven track record of improving guest satisfaction scores (GSS) and TripAdvisor rankings.
- Exceptional emotional intelligence and the ability to navigate high-pressure interactions with grace.
- Deep expertise in property management systems (PMS) and luxury CRM tools.
- Strong financial acumen, including P&L management and operational forecasting.
- Fluency in a second language is highly preferred, given our international guest base.