Director of Guest Experience
On-site · Phoenix, Arizona, United States
Job Summary
Director of Guest Experience leads and oversees all Front Office operations (Front Desk, Concierge, PBX, Bell, and Valet) in a luxury Forbes Five-Star environment. Drives an elevated guest journey, develops strategies to improve operational efficiency, maximize revenue opportunities, and uphold luxury service standards. Partners with hotel leadership to ensure seamless daily operations, outstanding guest experiences, and alignment with brand expectations. Must demonstrate strong leadership, budget awareness, and the ability to engage guests and hotel teams while maintaining deep knowledge of the Phoenix luxury travel market.
Required Qualifications
- Minimum of 5 years of progressive leadership experience in hotel operations
- Demonstrated success leading Front Office operations and achieving financial and guest satisfaction goals
- Strong business acumen with experience managing budgets, forecasting, and operational performance metrics
- Exceptional leadership, coaching, and team development skills
- Outstanding communication and interpersonal abilities with meticulous attention to detail
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