Job Description
Join our award-winning luxury hotel in the heart of San Francisco as we redefine hospitality excellence. As Director of Guest Experience, you'll lead our team in creating unforgettable moments for discerning travelers while driving operational excellence and innovation. This role offers a unique opportunity to shape the future of luxury hospitality in one of the world's most dynamic cities.
Responsibilities
- Oversee all guest-facing operations including front desk, concierge, and valet services
- Develop and implement personalized guest experience programs exceeding industry standards
- Analyze guest feedback to identify improvement opportunities and service enhancements
- Collaborate with department heads to ensure seamless service delivery across all touchpoints
- Train and mentor staff in luxury service protocols and problem resolution techniques
- Manage VIP guest requests and special event coordination
- Monitor service metrics and implement continuous improvement initiatives
Qualifications
- Minimum 5 years in luxury hotel management with 3+ years in guest experience leadership
- Proven track record of increasing guest satisfaction scores (NPS/CSAT)
- Expert knowledge of San Francisco tourism landscape and local attractions
- Exceptional problem-solving skills with ability to resolve complex guest issues
- Strong team leadership and development capabilities
- Fluency in English; additional languages highly desirable
- Proficiency in hotel management systems (Opera, Cloudbeds)