Director of Guest Experience

About the role

The Director of Guest Experience will shape and lead the resort’s guest‑experience strategy from pre‑opening through daily operations. Reporting to the Director of Rooms, this senior leader ensures every guest interaction is personalized, seamless, and aligned with Four Seasons’ culture and Golden Rule.

Key responsibilities

• Develop and implement a comprehensive guest‑experience strategy covering the entire guest journey.
• Participate in pre‑opening activities such as journey mapping, service standards creation, and operational simulations.
• Recruit, onboard, train and coach a Guest Experience team that delivers genuine, creative, and accountable service.
• Plan and execute VIP, repeat‑guest, special‑attention and celebration experiences.
• Maintain a visible leadership presence in lobby and guest areas to build relationships and identify enhancement opportunities.
• Lead service recovery for complex or sensitive guest situations, ensuring timely resolution and documentation.

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, including management responsibility.
• Proven success managing VIP experiences, personalizing stays and handling complex situations with discretion.
• Strong leadership, communication and analytical abilities to turn guest 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.
• Extensive training, professional‑development opportunities and career growth within Four Seasons.
• Employee travel program with complimentary and discounted stays at Four Seasons properties worldwide.
• Complimentary dry‑cleaning for uniforms and employee meals while on duty.
• Supportive, inclusive work environment built on mutual respect and the Golden Rule.