Resort Experience Director

Falkensteiner Hotels & Residences; Italia; On-site; EUR 65,000 - 80,000; Full time

Benefits offered by this job

All-inclusive onboarding

Accommodation

Development opportunities

Team member rates

Job summary

Falkensteiner Hotels & Residences in Arbatax Park Resort & Spa, Arbatax, Italy, seeks an experienced Resort Experience Director to redefine luxury guest journeys and elevate the overall resort identity. You will craft a comprehensive guest experience strategy and lead cross-department collaboration to deliver extraordinary service across all touchpoints.

The role demands a bold leader with 8+ years in luxury hospitality, proven ability to implement innovative concepts, and fluency in English.

Qualifications

• Minimum 8 years of experience in luxury hospitality.
• Previous experience in a senior operational, guest experience, rooms division, quality, or resort management role.
• Experience with internationally recognized luxury brands.
• International exposure in high-end resort destinations such as Dubai, Maldives, Seychelles, Mauritius, French Polynesia, Bali, or other luxury resort markets.
• Proven ability to create, implement, and elevate guest experience concepts.
• Strong understanding of luxury service culture and emotional guest engagement.
• Excellent leadership, communication, and stakeholder management skills.
• Fluent English is required; additional languages are considered an asset.

Responsibilities

• Develop and implement the resort's overall guest experience vision and strategy.
• Create and nurture a unique atmosphere and sense of place throughout the resort.
• Design memorable guest journeys and signature experiences from arrival to departure.
• Introduce innovative concepts, rituals, and experiential touchpoints that differentiate the resort.
• Conduct regular quality inspections of guest rooms, public areas, restaurants, bars, recreational facilities, and guest experiences.
• Elevate service standards across all operational departments.
• Monitor guest satisfaction scores, online reviews, and feedback, identifying opportunities for continuous improvement.
• Collaborate closely with Front Office, Housekeeping, Food & Beverage, Engineering, Entertainment, and other operational departments.
• Ensure consistency in the resort's ambiance, storytelling, and guest interactions.
• Coach and mentor department heads and operational teams to deliver exceptional and personalized service.
• Identify service gaps and develop action plans to improve performance.
• Benchmark the resort against leading international luxury destinations and hospitality trends.
• Drive a culture of hospitality excellence focused on creating unforgettable memories for guests.

Skills

Leadership

Communication

Stakeholder management

Guest experience

English fluency

Job description

Do you want to be part of a steadily growing family-owned business, running more than 30 hotels & residences in Europe? Would you like to contribute to creating a feel-good home away from home for our guests? At Falkensteiner you can expect a dynamic and open team that values both innovation and tradition. We are looking forward to getting to know you and soon welcome you as part of our team in Arbatax as :

Resort Experience Director-Arbatax Park Resort & Spa

We are seeking an experienced and visionary Resort Experience Director to redefine and elevate the guest experience across our resort. This role is ideal for a hospitality professional with a background in internationally recognized luxury brands.

This is not a traditional quality control role. We are looking for a leader who can create a unique resort identity and guest experience, shaping the atmosphere, energy, and emotional connection guests feel throughout their stay.

The successful candidate will be responsible for building and implementing a comprehensive guest experience strategy across the entire property, creating a distinctive sense of place that sets Arbatax apart from other Mediterranean resorts. Beyond ensuring exceptional quality standards across accommodation, public spaces, and service delivery, the Resort Experience Director will design memorable guest journeys, develop innovative experiences, and foster an environment that inspires both guests and employees.

We are seeking someone with a strong eye for detail, creativity, and a deep understanding of luxury hospitality, capable of transforming every touchpoint into an authentic and engaging experience while continuously raising the resort's standards and positioning.

Key Responsibilities

• Develop and implement the resort's overall guest experience vision and strategy.
• Create and nurture a unique atmosphere and sense of place throughout the resort.
• Design memorable guest journeys and signature experiences from arrival to departure.
• Introduce innovative concepts, rituals, and experiential touchpoints that differentiate the resort.
• Conduct regular quality inspections of guest rooms, public areas, restaurants, bars, recreational facilities, and guest experiences.
• Elevate service standards across all operational departments.
• Monitor guest satisfaction scores, online reviews, and feedback, identifying opportunities for continuous improvement.
• Collaborate closely with Front Office, Housekeeping, Food & Beverage, Engineering, Entertainment, and other operational departments.
• Ensure consistency in the resort's ambiance, storytelling, and guest interactions.
• Coach and mentor department heads and operational teams to deliver exceptional and personalized service.
• Identify service gaps and develop action plans to improve performance.
• Benchmark the resort against leading international luxury destinations and hospitality trends.
• Drive a culture of hospitality excellence focused on creating unforgettable memories for guests.

Candidate Profile

• Minimum 8 years of experience in luxury hospitality.
• Previous experience in a senior operational, guest experience, rooms division, quality, or resort management role.
• Experience with internationally recognized luxury brands.
• International exposure in high-end resort destinations such as Dubai, Maldives, Seychelles, Mauritius, French Polynesia, Bali, or other luxury resort markets.
• Proven ability to create, implement, and elevate guest experience concepts.
• Strong understanding of luxury service culture and emotional guest engagement.
• Excellent leadership, communication, and stakeholder management skills.
• Strong analytical mindset combined with creativity and innovation.
• Fluent English is required; additional languages are considered an asset.

Preferred Qualifications

• Experience in luxury resort openings or repositioning projects.
• Experience developing guest experience programs, luxury service standards, and quality frameworks.
• Strong understanding of Forbes Travel Guide, Leading Hotels of the World, or equivalent luxury hospitality standards.
• Demonstrated success in creating unique resort atmospheres and guest-centric concepts that drive satisfaction, loyalty, and reputation.

Benefits

• All-inclusive onboarding for a perfect start at work
• Accomodation
• Individual development planning and support through internal and external training and development opportunities
• Opportunities to help shape the future in a dynamic and open working environment
• Team Member Rate and Family & Friends Special Rates with additional discounts on F&B and spa services
• Further benefits can be found here: https://www.falkensteiner.com/en/employer#benefits
• RAL: 65-80K The actual compensation will be determined based on your qualifications, professional experience, and expertise

If you have any questions, please do not hesitate to contact us by e-mail.

We are looking forward to receiving your application!

Contacts: Massimo Martina; General Manager Arbatax Park Resort & Spa; Federica Fluca HR Manager.