Corporate Director,Guest Experience

CORPORATE DIRECTOR,GUEST EXPERIENCE Job Summary: The corporate director of guest experience acts as a strategic partner to the operating division executives, proactively assessing needs and assisting divisions with developing customised guest experience solutions. He/She is responsible for providing business expertise and strategies to identify, evaluate, develop and drive guest service improvement plans which create an extraordinary resort experience.

Responsibilities

Overseeing holistic assessments of properties around the Caribbean, identifying new opportunities for improvements in leading practices and opportunities for further brand alignment Conducting ongoing research to identify trends in tourism, innovative concepts, and ideas for the future of travel to consistently enhance service offerings and operations Evaluating guest feedback in the context of the existing business model and external trends to make concrete recommendations related to strategy, design, or implementation of new guest experiences within and across the brand's portfolio Creating information material for the development of strategic and operational recommendations for innovative concepts, service enhancements, and process revisions, for individual properties and for the portfolio Supporting the implementation of new digital platforms to enhance efficient analytics and insights Championing a guest-centric approach across the guest lifecycle Qualifications: Master's degree in a related field 7-10 years of experience in management consulting, experiential design, product strategy, or a continuous improvement/quality assurance role, ideally within tourism and hospitality Extensive experience in performing qualitative and quantitative assessments and benchmarking analysis in a multi-location/multi-client/multi-entity environment Experience in working in cross-functional teams with a broad range of skills and experiences Deep understanding of analytics and sentiment analysis, with previous experience in working with large structured and unstructured data sets Knowledge of the tourism industry, preferably in the hotel and all-inclusive segment Experience working with multiple cultural groups including in the Caribbean