Director, Guest Experience and Service Enablement
About The Position
About Four Seasons: Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: Four Seasons Yacht I With elegant lines and sweeping ocean views, our spectacular yacht is home to 95 expansive suites and guest rooms, alongside a world-class choice of dining, wellness, and entertainment. It delivers numerous industry firsts to the yacht category — including the largest accommodations in the class, virtually endless ways to connect and configure suites, and Four Seasons unparalleled hospitality extended across the world’s oceans for the very first time. 679 ft in length // 34,000 Gross Tonnage// 95 Suites // 1:1 Guest/Staff Ratio Each of the yacht’s 95 suites will offer panoramic views through floor-to-ceiling windows and access to expansive private terraces. About the role The Director, Guest Experience and Service Enablement leads the strategy, delivery, and continuous enhancement of the end-to-end Four Seasons Yachts guest journey, ensuring a seamless, personalized, and differentiated luxury experience from pre-arrival through post-voyage. This role oversees guest experience operations across both shoreside and shipboard teams, establishes service standards and the Yacht Service Specialist model, and leverages guest feedback, insights, and technology to drive service innovation, operational excellence, and guest loyalty.
Requirements
- Bachelor’s or Master’s degree (or equivalent combination of education and relevant experience).
- 7–10 years of operations, guest experience, or service leadership experience in a fast-paced environment; luxury hospitality, travel, cruise, or related industry experience preferred.
- Strong strategic thinking, analytical, and problem-solving skills with the ability to influence decisions and drive results.
- Proven leadership capabilities with experience managing teams, leading cross-functional initiatives, and navigating change.
- Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint, along with knowledge of program management methodologies and tools.
Responsibilities
- Design, oversee, and continuously improve the end-to-end guest journey across Four Seasons Yachts, from pre-arrival through post-voyage.
- Establish and lead the Yacht Service Specialist (YSS) model and guest experience operating framework.
- Define service standards, priorities, and enablement practices to ensure consistent luxury service delivery.
- Provide strategic leadership for guest experience, service excellence, personalization, and guest-facing technology initiatives.
- Lead and manage both the Shipboard Concierge Team and Shoreside Yacht Specialist Team.
- Partner with Yacht Operations and senior leadership to align guest experience strategies with operational execution.
- Analyze guest feedback, sentiment data, customer insights, and operational metrics to identify improvement opportunities.
- Translate guest trends and business insights into service enhancements and operational priorities.
- Drive continuous improvement initiatives that elevate the guest experience and strengthen guest loyalty.
- Collaborate with cross-functional teams while influencing guest-related aspects of destination and shore experience offerings.
Benefits
- Competitive compensation and comprehensive benefits package.
- Robust training, development, and career growth opportunities.
- Employee discounts on stays at Four Seasons properties worldwide.
- Complimentary meals and parking while working in the office.
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What This Job Offers
Job Type
Full-time
Career Level
Director
