Director of Guest Experience

Four Seasons Hotels and Resorts • Brookside, DE

2d • Onsite

About The Position

Four Seasons Resort and Residences Dominican Republic at Tropicalia is seeking a Director of Guest Experience to join its pre-opening team. This role will report to the Director of Rooms and is responsible for defining and leading the resort’s guest-experience strategy. The goal is to ensure seamless, highly personalized, and memorable experiences from pre-arrival through departure, embodying the Four Seasons culture and Golden Rule.

The resort itself, Four Seasons Resort and Residences Dominican Republic at Tropicalia, will feature 95 keys and 25 branded residential homes, along with 8 distinct F&B outlets. It is designed to reflect a contemporary interpretation of the Dominican Republic’s natural beauty. Wellness is a key pillar, aiming for a holistic experience that harmonizes with the natural environment and enhances wellbeing through nature's restorative power. This sustainable luxury destination is situated on a 60-acre site along Playa Esmeralda in the northeastern Dominican Republic, bordering Samaná Bay. The location boasts diverse ecosystems including beaches, coral reefs, mountains, forests, mangroves, lagoons, a coconut plantation, and an organic farm.

Requirements

• University degree or diploma in Hospitality Management, Tourism, Business Administration or a related field; equivalent professional experience will also be considered.
• A minimum of five years of progressive Guest Experience, Front Office or Rooms experience within a luxury hotel or resort, including previous management responsibility.
• Demonstrated success in managing VIP experiences, personalizing guest stays and resolving complex situations with confidence, empathy and discretion.
• Strong leadership, communication and analytical skills, with the ability to translate guest feedback into meaningful operational improvements.
• Fluency in Spanish and English is required.

Nice To Haves

• Additional languages
• Previous luxury-resort or pre-opening experience

Responsibilities

• Develop and lead the resort’s guest-experience strategy, ensuring consistency and excellence across every stage of the guest journey.
• Participate in pre-opening activities, including mapping the guest journey, developing service standards and standard operating procedures, and conducting operational simulations.
• Recruit, onboard, train, coach and develop the Guest Experience team, creating a culture of genuine care, creativity, accountability and thoughtful personalization.
• Lead the planning and execution of VIP, repeat-guest, special-attention and celebration experiences.
• Review guest profiles, preferences, histories and special requests before arrival, ensuring relevant information is communicated and actioned across departments.
• Maintain a visible leadership presence in the lobby and guest areas, building meaningful relationships and proactively identifying opportunities to enhance each stay.
• Take ownership of complex or sensitive guest situations, leading service recovery and ensuring timely resolution, documentation and follow-up.
• Partner with Front Office, Reservations, Housekeeping, Concierge, Food and Beverage, Spa, Security, Engineering and Residences to deliver a coordinated and seamless experience.
• Lead daily guest-experience and arrival meetings, ensuring operational teams are aligned on VIPs, preferences, celebrations and potential service challenges.
• Monitor guest feedback, surveys, service incidents and experience trends and develop action plans to address recurring opportunities.
• Encourage thoughtful creativity and empower employees to create meaningful and personalized moments for guests and residents.
• Establish clear procedures for documenting guest preferences, service recoveries and relevant interactions while protecting privacy and confidentiality.
• Support the development of authentic destination experiences that connect guests with Miches, Dominican culture and the surrounding community.
• Manage departmental budgets, labor productivity, scheduling, amenities and other guest-experience resources.
• Champion Four Seasons service standards through daily coaching, storytelling, recognition and cross-departmental collaboration.

Benefits

• Competitive salary
• Comprehensive benefits package
• Excellent training and professional-development opportunities
• Opportunities for career growth within Four Seasons Hotels and Resorts
• Employee travel program, including complimentary and discounted stays at Four Seasons properties worldwide, subject to program eligibility
• Complimentary dry cleaning for employee uniforms
• Complimentary employee meals while on duty
• A supportive and inclusive work environment built on mutual respect, collaboration and the Golden Rule

What This Job Offers

• Job Type: Full-time
• Career Level: Manager