Director of Quality and Guest Experiences

CoralTree Hospitality • Englewood, CO

1d • $100,000 - $120,000 • Onsite

About The Position

The Director of Quality & Guest Experience Strategy serves as a strategic resource to property and home office leadership teams, guiding and elevating the guest and team member service experience across all CoralTree Hospitality properties. This role ensures consistent execution of the Guest Journey framework, leverages analytics for continuous improvement, and integrates CRM capabilities to personalize and enhance every guest interaction.

Requirements

• Minimum 3 – 5 years of leadership experience in hospitality operations.
• Degree in Hospitality Management, or related field preferred.
• Expertise within lifestyle and luxury hotels.
• Proven track record of managing budgets and achieving profitability goals.
• Ability to inspire, motivate, and develop high-performing teams.
• Competence in leadership, collaboration, and driving cultural pillars and values.
• Excellent interpersonal and guest service skills with a genuine passion for hospitality.

Responsibilities

• Guest Experience Analytics & Quality Oversight
• Lead analytical research using Revinate and other platforms to uncover insights that drive service improvements.
• Facilitate strategy calls and collaborate with property teams to interpret data, identify root causes and develop actionable strategies for defect elimination and service enhancement.
• Partner with BI team to deliver monthly GPA Report Cards and GSS performance tracking; ensure insights are actionable.
• Guest Journey Implementation
• Ensure consistent rollout and execution of the Guest Journey framework across all properties.
• Develop toolkits, training materials, and standardized assessment processes to monitor sustainability and consistency.
• Establish KPIs to measure effectiveness and emotional connection; identify gaps and improvement opportunities.
• Technology Integration
• Oversee technology integrations that enhance guest communication and service delivery (e.g., HotSOS, Zingle, Way, Revinate, Alice).
• Identify and implement new tools that support guest experience innovation and operational efficiency.
• Personalization & Guest Loyalty
• Support CDP strategy to operationalize guest preferences and enhance pre- and post-arrival communications.
• Collaborate with Property teams to leverage CDP data for segmentation, personalization, and guest preferences
• Oversee onboarding of new properties into CRM & CDP and ensure clean guest profiles across the portfolio.
• Leverage the Beyond Loyalty program to increase guest engagement, drive repeat guests and enhance the program.
• Experiences & Programming
• Develop and maintain a process-driven guest experience strategy blending cultural storytelling, operational excellence, and localized flair.
• Create brand experience standards of care and thematic activations that foster emotional connection and repeat stays.
• Partner with Property teams to ensure consistency in tone, visuals, and messaging across all channels.
• Oversee implementation of Way & Retail Studio to enhance guest experience.
• Leadership & Training
• Inspire and guide Quality Ambassadors and Advisors to foster cross-property collaboration and best practice sharing.
• Coordinate side projects and initiatives that support property-level service enhancements.
• Partner with People Services to develop training guidelines and onboarding for Standards of Care and CDP adoption.
• Conduct workshops/webinars and provide ongoing support for guest experience and quality tools.

Benefits

• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
• An employee assistance program.
• Paid time off/sick time
• Participation in a 401(k) plan with a company match.
• Team member free room night program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees