Director of Guest Experience

Civana Wellness Resort & Spa•Carefree, AZ

17h

About The Position

CIVANA’s mission is to inspire mindfully, measurably greater wellness in all who crave it. The CIVANA model is shaped by a wellness philosophy that serves everyone: happiness first, healthiness always. This is delivered via a curated wellness program that focuses on connecting mental, physical, emotional and spiritual needs, providing guests with tools they can take with them wherever they go, and build upon each time they return. Director of Guest Experience will oversee all guest journey touchpoints including pre-arrival, arrival, visit, housekeeping, departure, and post departure. They will lead the rooms team to provide high-level customer service and exceptional hospitality to guests, handling client issues and concerns in a positive and timely manner creating a seamless and memorable service experience, from pre-arrival to departure. They will work to direct, plan, organize and coordinate the activities of all Front Office operational areas to include: Guest Experience and Satisfaction, Experience Planning, Guest Registration, Service Recovery, Transportation, housekeeping and Bell Staff.

Requirements

5+ years of progressive leadership experience in Rooms Division or related hospitality operations
Proven ability to lead high-performing teams and deliver exceptional guest service
Strong knowledge of reservation systems, front office procedures, and guest service best practices
Experience managing departmental financials, including budgeting and forecasting
Excellent communication, organizational, and problem-solving skills
Strong training, auditing, and quality assurance background
Passion for wellness, hospitality, and delivering transformative guest experiences

Nice To Haves

Previous resort or luxury hotel experience preferred

Responsibilities

Oversee and ensure delivery of CIVANA brand standards in Reservations, Pre-Arrival, Arrival, Departure, housekeeping and Transportation services
Lead, manage, and hold accountable (LMA) the Rooms and Transportation teams to achieve operational excellence
Develop and execute training programs to ensure brand compliance across all touchpoints
Conduct regular audits to maintain consistency in service delivery
Own the guest feedback loop, including follow-up and resolution to ensure guest satisfaction and continuous improvement
Manage the Rooms and Transportation departmental P&L to achieve financial targets
Collaborate cross-functionally with other departments to ensure a seamless guest journey
Implement and refine operational procedures that enhance the guest experience while maintaining efficiency
Support strategic planning for the Rooms division, including resource planning and capital improvements
Serve as Manager on Duty as assigned
Ensure all public areas are elevated and maintained to brand standards
Become Resort expert. Ensure accurate communication of information to guests regarding resort services, facilities and operating hours, as well as provision of appropriate collateral materials to guests as needed
Execute and manage special projects and perform other duties as assigned by Resort Manager
Maintain brand standards for excellent telephone, email/digital and in-person communication skills including timeliness of answering, message taking/retrieval, handling Do Not Disturb requests, discretion and guest confidentiality issues, etc.
Oversee the pre-blocking of room assignments to ensure that special requests are anticipated and met while overseeing proper handling of room waits (Queue) and room moves