Job Description
Step into a world of unparalleled luxury and service. At Lumina Luxury Resorts, we don't just host guests; we curate unforgettable experiences. We are currently seeking a visionary Director of Guest Experience to lead our front-of-house operations in sunny Orlando, Florida. If you have a passion for hospitality and a drive to exceed expectations, this is your chance to shine.
As a key member of our executive team, you will shape the way our guests perceive and interact with our brand. You will empower our team to deliver flawless, personalized service that turns first-time visitors into lifelong advocates.
Responsibilities
- Strategic Leadership: Oversee all aspects of the guest journey, from pre-arrival to post-departure, ensuring a seamless and luxurious experience.
- Team Empowerment: Recruit, train, and mentor a high-performing team of guest relations professionals, fostering a culture of excellence.
- Issue Resolution: Act as the primary point of contact for escalated guest concerns, turning challenges into opportunities for brand loyalty.
- VIP Management: Personally curate and oversee the experiences of high-profile guests, VIPs, and loyalty program members.
- Performance Analytics: Monitor guest feedback, review platforms, and satisfaction scores to drive continuous improvement initiatives.
- Cross-Departmental Collaboration: Work closely with Housekeeping, Food & Beverage, and Concierge to ensure unified service standards.
Qualifications
- Experience: Minimum of 5 years in a senior guest relations or front office management role within a luxury hotel or resort environment.
- Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Communication Skills: Exceptional verbal and written communication skills, with a talent for active listening and empathy.
- Problem-Solving: Proven ability to think critically and resolve complex guest issues with grace and professionalism.
- Tech-Savvy: Proficiency in modern Property Management Systems (PMS) and Customer Relationship Management (CRM) software.
- Flexibility: Willingness to work flexible hours, including weekends and holidays, to support a 24/7 operation.