Director of Luxe Guest Experience & Five-Star Service

Hard Rock Hotel & Casino Ottawa; Las Vegas (NV); On-site; USD 140,000 - 210,000; Full time

Job summary

Hard Rock Hotel & Casino Las Vegas is seeking a Director of Guest Experience & Hospitality Excellence to lead Forbes Travel Guide Five-Star strategy and elevate the end-to-end guest journey across Hotel, Food & Beverage, Casino, Security, VIP Services and Marketing.

During pre-opening and beyond, you will build standards, training, quality assurance, and a scalable trainer network to ensure exceptional service and guest satisfaction.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration or related field required; advanced degree preferred.
• Minimum five years of progressive leadership experience in luxury hospitality, casino operations, guest experience or service excellence.
• Experience leading service standards, quality assurance, guest experience and coaching programs; Forbes Travel Guide experience strongly preferred.
• Proven ability to build and lead teams, influence senior operational leaders, and translate feedback into improvements.
• Experience in a pre-opening, transformation or complex integrated resort environment preferred.
• Ability to obtain and maintain required gaming licenses and flexible schedule.

Responsibilities

• Lead the property’s guest experience and service excellence strategy, owning end-to-end guest journey.
• Lead Forbes Travel Guide Five-Star strategy and liaison to Forbes.
• Translate Forbes standards into practical service behaviors and operating standards.
• Partner with leaders to identify friction, elevate service and embed standards in daily operations.
• Serve as the voice of the guest and bring feedback into decision-making.
• Build and lead a team of service excellence trainers/coaches.
• Develop a scalable train-the-trainer program and trainer network.
• Train and calibrate quality-assurance inspectors for consistent evaluation.
• Integrate service excellence into onboarding, education and leadership development.
• Pre-opening leadership: build infra, standards library, readiness calendar.
• Post-opening leadership: analyze feedback, drive improvements, reporting.

Skills

Leadership experience

Forbes Travel Guide

Guest experience

Coaching programs

Quality assurance

Stakeholder collaboration

Education

Bachelor’s degree in Hospitality Management

Advanced degree preferred

Job description

Hard Rock Hotel & Casino Las Vegas is seeking a Director of Guest Experience & Hospitality Excellence to lead Forbes Travel Guide Five-Star strategy and elevate the end-to-end guest journey across Hotel, Food & Beverage, Casino, Security, VIP Services and Marketing.

During pre-opening and beyond, you will build standards, training, quality assurance, and a scalable trainer network to ensure exceptional service and guest satisfaction.