Director of Guest Experience - Fully Remote Global Hospitality Firm

About the Role

Our client, a forward-thinking global hospitality consultancy firm, is seeking an experienced and visionary Director of Guest Experience to lead their remote-first operations. This executive position is responsible for shaping and implementing strategies that enhance the guest journey across diverse hospitality brands worldwide. The Director will champion innovation in service delivery, leverage data analytics to understand guest behavior, and develop best-in-class guest experience frameworks. The successful candidate will thrive in a distributed team environment, possess exceptional strategic thinking abilities, and have a deep passion for creating exceptional, memorable guest interactions on a global scale.

Key Responsibilities

• Develop and execute comprehensive guest experience strategies aligned with client objectives and industry best practices.
• Lead the design and implementation of innovative guest journey mapping and service improvement initiatives.
• Utilize guest feedback, data analytics, and market research to identify trends and opportunities for enhancement.
• Collaborate with cross-functional teams (operations, marketing, product development) to ensure a cohesive guest experience.
• Establish and maintain key performance indicators (KPIs) to measure the effectiveness of guest experience programs.
• Develop training materials and best practice guidelines for client teams on delivering superior guest service.
• Stay abreast of emerging technologies and trends in hospitality guest experience management.
• Act as a subject matter expert and consultant on guest experience to internal teams and external clients.
• Foster a culture of guest-centricity and continuous improvement across the organization.
• Manage and mentor a global team of guest experience professionals.

Requirements

• A minimum of 10 years of progressive experience in guest experience, customer journey, or brand strategy within the hospitality or related luxury service industries.
• Proven track record of developing and implementing successful global guest experience strategies.
• Exceptional analytical, strategic thinking, and problem-solving skills.
• Demonstrated ability to leverage data and insights to drive decision-making.
• Experience working in a remote or hybrid work environment, with strong self-management and communication skills.
• Excellent leadership, collaboration, and stakeholder management abilities.
• Proficiency in customer relationship management (CRM) tools and guest feedback platforms.
• A deep understanding of the luxury consumer and evolving expectations in hospitality.
• Bachelor's degree in Hospitality Management, Business, Marketing, or a related field; Master’s degree is a plus.
• The ability to connect with diverse cultures and markets globally.

Benefits

This is a fully remote, contractor-based position offering a highly competitive annual salary and potential for project-based bonuses. You will have the autonomy to shape guest experiences for leading hospitality brands worldwide from the comfort of your home office. Our client provides a stimulating and collaborative remote work environment, opportunities for significant professional impact, and the chance to work on cutting-edge projects in the evolving landscape of global hospitality. This role offers unparalleled flexibility and the opportunity to leverage your expertise on an international stage.