Primary responsibilities:
- Develop and lead customer experience strategies aligned with brand and business goals
- Design and implement innovative guest programs across culture, wellness, culinary, and sustainability
- Set and maintain high customer experience standards across all properties
- Use guest feedback and data to enhance satisfaction and loyalty
- Guide hotel teams with frameworks and training to ensure consistent program delivery
- Collaborate across departments and with external partners to amplify brand impact
- Promote a culture of innovation and continuous improvement through data-driven insights
- Integrate sustainability and community engagement into guest experiences
- Mentor and support property teams to elevate performance and service quality
Job Requirements:
- Proven experience in customer experience, branding, or guest programming, ideally in hospitality or lifestyle sectors
- Strategic thinker with a strong grasp of translating brand vision into guest experiences
- Skilled in project management and leading cross-functional initiatives
- Creative mindset with a passion for storytelling and guest engagement
- Strong leadership with team training and mentoring experience
- Excellent communication and collaboration across teams and partners
- Data-driven, with ability to interpret guest feedback and performance metrics
- Open to travel for on-site program implementation and support
Companys Culture
Fully embracing the Companys culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. Proud to belong and to contribute
Confidentiality
Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
