Head of Guest Experience & Luxury Service

NO Hotel Management LLC; New York (NY); Presencial; USD 110 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Annual bonus

Unlimited PTO

Health, dental, and vision insurance

Supplemental coverage options

Resumo da oferta

Nine Orchard, a luxury hotel in New York, seeks a Director of Guest Experience to lead service culture and guest satisfaction from pre-arrival to departure. This guest-centric leader ensures standards are not only set but lived every day, partnering with department leaders and frontline teams.

You will own the guest experience strategy, coach in the moment, resolve service challenges, and continuously elevate the Nine Orchard experience while maintaining discretion with high-profile guests.

Qualificações

• 5+ years of luxury, lifestyle, or high-end hospitality leadership experience.
• Proven track record in guest experience, service excellence and quality assurance.
• Able to translate luxury standards into practical behaviours.
• Exceptional interpersonal and communication skills across all levels.

Responsabilidades

• Own the hotel-wide guest experience strategy across all touchpoints.
• Lead guest satisfaction metrics, reviews, and feedback with data-driven improvements.
• Establish and enforce service standards across all guest-facing departments.
• Develop a culture of hospitality, anticipation, and personalized service.
• Lead guest recovery efforts with timely, thoughtful follow-through.

Conhecimentos

Luxury hospitality leadership

Guest experience leadership

Coaching and training

Service excellence

Communication skills

Discretion and confidentiality

Data-driven feedback analysis

Descrição da oferta de emprego

Nine Orchard, a luxury hotel in New York, seeks a Director of Guest Experience to lead service culture and guest satisfaction from pre-arrival to departure. This guest-centric leader ensures standards are not only set but lived every day, partnering with department leaders and frontline teams.

You will own the guest experience strategy, coach in the moment, resolve service challenges, and continuously elevate the Nine Orchard experience while maintaining discretion with high-profile guests.