Director, Five-Star Guest Experience & Hospitality

Seminole Hard Rock Hotel & Casino

Las Vegas (NV)

On-site

USD 180,000 - 250,000

Full time

4 days ago

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Job summary

Seminole Hard Rock Hotel & Casino Las Vegas is seeking a Director of Guest Experience & Hospitality Excellence to lead the property's guest experience and Forbes Travel Guide Five-Star strategy. You will partner with leaders across Hotel, F&B, Casino, Security, VIP Services and Marketing to design and elevate the end-to-end guest journey.

During pre-opening, you will build service excellence infrastructure, training, coaching capabilities and quality‑assurance routines.

Qualifications

Bachelor’s degree in Hospitality Management, Business Administration, or related field.
Minimum five years of progressive leadership experience in luxury hospitality and guest services.
Experience leading service standards and coaching programs, Forbes Travel Guide experience preferred.
Ability to translate guest feedback into operational improvements.

Responsibilities

Lead the guest experience and Five-Star strategy across hotel, F&B, casino, and security.
Serve as Forbes Travel Guide liaison and education lead.
Translate Forbes standards into practical operating standards and coaching.
Partner with heads of departments to embed standards in daily operations.
Build and lead a team of service excellence trainers/coaches.
Develop training, readiness, and quality assurance processes pre-opening and post-opening.