Director of Guest Experience

About the role

The Director of Guest Experience will shape and lead the guest‑experience strategy for Four Seasons Resort and Residences Dominican Republic at Tropicalia, ensuring every guest interaction is personalized, seamless, and memorable from pre‑arrival through departure.

Key responsibilities

• Develop and lead the resort’s guest‑experience strategy, maintaining consistency across the entire guest journey.
• Participate in pre‑opening activities such as mapping the guest journey, creating service standards, SOPs, and running operational simulations.
• Recruit, onboard, train, coach and develop the Guest Experience team, fostering a culture of genuine care and creativity.
• Plan and execute VIP, repeat‑guest, special‑attention and celebration experiences.
• Review guest profiles and preferences before arrival and communicate relevant information across departments.
• Maintain a visible leadership presence in lobby and guest areas, building relationships and identifying enhancement opportunities.
• Lead service recovery for complex or sensitive guest situations, ensuring timely resolution and documentation.
• Collaborate with Front Office, Reservations, Housekeeping, Concierge, F&B, Spa, Security, Engineering and Residences for coordinated service.
• Lead daily guest‑experience and arrival meetings to align operational teams on VIPs, preferences and potential challenges.
• Monitor guest feedback, surveys and incident trends, developing action plans for continuous improvement.

Required profile

• University degree or diploma in Hospitality Management, Tourism, Business Administration or related field (or equivalent experience).
• Minimum five years of progressive Guest Experience, Front Office or Rooms experience in a luxury hotel or resort, with management responsibility.
• Proven success managing VIP experiences, personalizing stays and resolving complex situations with empathy and discretion.
• Strong leadership, communication and analytical abilities to translate feedback into operational improvements.
• Fluency in Spanish and English; additional languages and pre‑opening experience are a plus.

What we offer

• Competitive salary and comprehensive benefits package.
• Excellent training and professional‑development opportunities.
• Career growth potential within Four Seasons Hotels and Resorts.
• Employee travel program with complimentary and discounted stays worldwide.
• Complimentary dry‑cleaning for uniforms and employee meals while on duty.
• Supportive, inclusive work environment built on mutual respect and the Golden Rule.