Guest Experience Corporate Director

Corporate Director, Guest Experience (Luxury Resorts)
Caribbean | Competitive salary, dependent on experience | Senior corporate remit across a multi-island portfolio

The opportunity

Our client is a well-established luxury resort group with properties on several Caribbean islands. They are appointing a Corporate Director of Guest Experience to work alongside the leaders of their operating divisions. The role shapes how the guest experience is designed, measured, and improved at every property.

The role is strategic, but it carries real operational weight. Division leaders will rely on you to show them where the guest journey falls short and to give them a credible plan to fix it. You will be presenting recommendations for the whole portfolio to senior leaders, and you will also be walking resorts to assess their physical condition and service delivery. It suits someone who is comfortable doing both.

What you will be doing

• Mapping the guest journey with operations teams, finding the gaps, and turning them into prioritised improvement plans for individual resorts, for regions and for the wider portfolio
• Leading a programme of resort assessments covering guest experience, physical product and brand standards
• Working with stakeholders across the business to develop and roll out brand standards that balance guest satisfaction, what is operationally feasible, and cost
• Analysing guest sentiment and trends across the portfolio, and recommending new experiences and changes to service design
• Building a service culture that supports the brand’s evolution, and raising awareness of new guest experiences across the business

What you will need

• A bachelor’s degree
• Ten years’ experience in guest experience, product strategy, or continuous improvement and quality assurance within tourism and hospitality
• A track record of leading and developing people
• Strong skills in strategic planning, problem-solving and project management
• Excellent written and verbal communication at executive level, and a good grounding in change management

An MBA or equivalent would be an advantage. So would experience of drawing insight from data, processes and guest feedback across several sites at once.

What is on offer

• A competitive salary, dependent on experience
• A senior corporate appointment with influence across the whole portfolio
• Working directly with divisional leadership
• The scope to shape guest experience strategy for the portfolio as a whole, rather than for a single property

The practical detail

This corporate role covers the whole portfolio, so you should expect regular travel between resorts and islands. You will often be running several improvement programmes at once, at different properties and on different timescales. We would rather you knew that up front than found out at offer stage.

Apply

If you have built guest experience strategy across several hotels or resorts and want to do it for a whole portfolio, we would like to hear from you.

Thatcher Associates has been providing specialist recruitment services since 2000. You will speak with a consultant who understands senior hospitality appointments, you will get a straight answer on salary and scope, and nothing is shared with a client before we have spoken with you.

Apply with your CV, or contact Fiona Corbett at Thatcher Associates for a confidential conversation.