$80k to $85k; not specified; medical, dental, + vi...
Guest journey and experience design
Service recovery and guest advocacy
Operational leadership
Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement
Job Summary
Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement.
Partner with all operating departments to support consistent service delivery and lead operational teams involved with personalized service.
Be part of a cohesive team with opportunities to build a successful career with global potential, including medical, dental, and vision insurance, 401k matching, and complimentary stays.
Matching Summary
Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement.
Salary
$80K to $85K; Not specified; Medical, dental, and vision insurance, 401k participation with a company matching program, Complimentary stays, Free employee meals, Complimentary dry cleaning, Free employee parking
Skills & Requirements
Must-have
Guest Journey and Experience Design
Service Recovery and Guest Advocacy
Operational Leadership
Innovation and Brand Standards
Luxury hospitality experience
Nice-to-have
Empathy and emotional intelligence
Digital tools for personalization
Cross-functional team influence
Fast-paced and guest-driven environment
Key Requirements
Minimum five years progressive leadership experience
Proven expertise in Guest Experience, Front Office, Concierge, or Rooms Division
Strong emotional intelligence, diplomacy, and communication skills
Demonstrated ability to manage complex service recovery situations
Strong analytical capability and comfort with guest experience systems and data tools
Ability to lead cross-functional teams and influence without formal authority
Flexible schedule including weekdays, weekends, holidays, and nights