Job Description
Are you ready to redefine luxury hospitality in paradise? Kai Mana Luxury Resorts & Spa is seeking an visionary Director of Guest Experience to lead our premier Honolulu beachfront property. In this role, you will champion our legacy of unforgettable guest journeys, driving operational perfection and inspiring an elite team to exceed the highest hospitality benchmarks.
We offer a highly competitive compensation package, comprehensive healthcare, matching 401(k), and unparalleled career advancement opportunities within our global portfolio.
Responsibilities
- Oversee daily luxury resort operations to ensure impeccable five-star guest satisfaction scores.
- Design, implement, and audit guest journey maps to elevate VIP and return-guest loyalty programs.
- Lead, mentor, and upskill a team of 40+ hospitality professionals, fostering a culture of high-performance.
- Collaborate with culinary, spa, and activities departments to curate exclusive, high-ticket guest experiences.
- Analyze guest feedback metrics and guest-relations data to continuously refine service standards.
- Manage operational budgets, labor allocation, and revenue optimization strategies.
Qualifications
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- 5+ years of progressive leadership experience in a luxury 4- or 5-star hotel or resort environment.
- Exceptional interpersonal and communication skills, with a proven track record of resolving complex guest issues gracefully.
- Strong financial acumen with experience managing departmental P&L and labor budgeting.
- Deep understanding of modern hospitality tech stacks (e.g., Opera PMS, Salesforce).
- Professional, polished demeanor with an unwavering commitment to premium hospitality standards.