Director of Hotel Operations

The Director of Experience is responsible for designing, standardizing, and elevating the end-to-end guest experience across all hotel properties. This role ensures consistency, innovation, and excellence in guest journeys by coordinating closely with property teams, aligning brand standards, and introducing unique, memorable experiences that differentiate the portfolio.

Key Responsibilities:

1. Experience Strategy & Leadership

Develop and implement a unified guest experience strategy across all hotel properties.

Define and maintain brand experience standards, ensuring consistency across locations.

Lead initiatives to enhance guest satisfaction, loyalty, and brand differentiation.

2. Cross-Property Coordination

Act as the central point of contact between all properties for experience-related initiatives.

Ensure alignment between hotels in delivering consistent service standards and guest journeys.

Conduct regular site visits and audits to assess experience delivery across properties.

3. Guest Journey Design & Innovation

Map and continuously improve the full guest journey (pre-arrival, stay, and post-stay).

Introduce innovative, culturally relevant, and personalized experiences.

Collaborate with F&B, Rooms, Wellness, and Entertainment teams to curate unique offerings.

4. Quality Assurance & Performance Monitoring

Establish KPIs and dashboards for guest experience (guest satisfaction scores, reviews, NPS, etc.).

Analyze guest feedback and identify trends, gaps, and improvement opportunities.

Lead corrective action plans to address service gaps across properties.

5. Brand & Experience Standards

Ensure all guest touchpoints reflect brand identity and positioning.

Develop experience guidelines, SOPs, and service rituals for all properties.

Maintain consistency in service delivery while allowing localized customization.

6. Team Development & Culture

Train and coach property teams on experience standards and service excellence.

Promote a culture of guest-centricity across all departments.

Support leadership teams in embedding experience-driven performance goals.

7. Partnerships & Programming

Identify and manage partnerships (entertainment, wellness, cultural, lifestyle) to enhance guest offerings.

Oversee events, activations, and signature experiences across properties.

Ensure experiences are aligned with market trends and guest expectations.

Key Skills & Competencies:

Strong strategic and creative thinking

Expertise in guest experience design and service excellence

Multi-property / cluster management experience

Data-driven decision making and performance analysis

Stakeholder management and cross-functional leadership

Innovation and trend awareness in hospitality and lifestyle sectors

Qualifications:

Bachelor’s degree in hospitality management, Business Administration, or related field (Master’s preferred)

20–25 years of experience in hospitality, guest experience, or operations, with at least 8–10 years in a senior leadership role

Experience managing multiple properties or large-scale hospitality portfolios

Strong understanding of luxury or lifestyle hospitality standards preferred