Director of Guest Experience

Four Seasons Hotels and Resorts • Puerto Rico, TX

2d

About The Position

The Director of Guest Experience is a leadership role responsible for shaping, elevating, and consistently delivering exceptional, personalized guest journeys across the property. This position champions service excellence, emotional hospitality, and brand standards, ensuring every interaction reflects the Four Seasons promise.

Requirements

• Proven leadership experience in guest experience, rooms, or operations within a luxury hotel or resort environment
• Strong understanding of luxury service principles and the ability to translate them into daily operations
• Exceptional interpersonal, communication, and problem-solving skills
• A guest-first mindset with the emotional intelligence to lead with empathy and authenticity
• Experience analyzing guest satisfaction data and implementing service improvement strategies
• Ability to inspire, influence, and collaborate across departments and leadership levels

Responsibilities

• Lead and oversee the end-to-end guest journey, ensuring seamless, personalized experiences from arrival to departure
• Serve as the brand ambassador for guest experience, embedding Four Seasons service culture and standards across all departments
• Collaborate closely with Rooms, Food & Beverage, Spa, and other operational leaders to ensure service consistency and excellence
• Analyze guest feedback, service metrics, and trends to identify opportunities for continuous improvement
• Resolve complex guest concerns with professionalism, empathy, and decisive action
• Coach, mentor, and develop leaders and frontline teams to deliver intuitive, anticipatory service
• Drive service innovation initiatives that enhance guest satisfaction, loyalty, and emotional connection to the brand
• Support VIP, repeat, and high-profile guest experiences, ensuring expectations are exceeded

Benefits

• Energizing Employee Culture where you are encouraged to be your true self!
• Competitive salary and a comprehensive benefits package
• Market-leading pay and benefits (Medical, Dental, Vision and Retirement Savings Plan)
• Complimentary accommodation at other Four Seasons Hotels and Resorts
• Complimentary dry cleaning for business clothing
• Complimentary employee meals
• Paid holidays, vacation, and sick days
• Culinary, retail and wellness experiences at special rates

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed