VP of Guest Engagement
About The Position
The Vice President of Guest Engagement is the senior leader responsible for shaping and executing the company’s integrated commercial & guest strategy across multiple revenue streams. This role champions a comprehensive approach — aligning reservation sales, marketing, revenue strategy, CRM, and guest experience strategy — to drive sustainable top-line growth, enhancing guest experience, guest loyalty, and brand differentiation. This role ensures that commercial initiatives are rooted in market intelligence, operational excellence, and guest-centric design, with direct oversight of the Director of Quality & Guest Experience Strategy to guarantee that elevated brand experiences translate into measurable financial performance.
Requirements
- Bachelor’s degree.
- 12+ years of progressive leadership in hospitality commercial services, with multi-disciplinary oversight.
- Expertise in sales strategy, marketing, revenue management, and experiential programming.
- Exceptional leadership, communication, and change management skills.
Nice To Haves
- Master’s degree preferred
Responsibilities
- Develop and execute a unified commercial plan to optimize revenue across lodging, RB&E, wellness, reservation sales, and ancillary services.
- Strategic Collection-wide Reservation Sales Oversight to drive conversion, mitigate abandonment and optimize voice revenue.
- Drive sustainable top-line growth through reservation sales, marketing, revenue management, CRM, and experience strategy.
- Enhance guest experience, guest loyalty, and brand differentiation growth goals into actionable revenue generation strategies for all properties.
- Optimize guest communications and revenue generating platforms balancing short term targets with long-term brand equity and market positioning.
- Lead and align Commercial Services and Guest Experience under a single holistic vision.
- Partner with Operations, Finance, and Development leaders to ensure revenue strategies are operationally feasible and financially sound.
- Foster a culture of collaboration, innovation, and accountability across organizational boundaries.
- Monitor industry trends, demand drivers, and competitor performance to anticipate shifts and capture new opportunities.
- Champion & evaluate adoption of emerging technologies, including Artificial Intelligence, new guest facing tech platforms and data-driven personalization to increase guest lifetime value.
- Ensure guest experience strategy (via Director of Quality & Guest Experience Strategy) supports ancillary revenue generation, property cross-sell, and guest loyalty optimization.
- Enhance revenue and guest service by monitoring KPIs which include sales productivity, guest service satisfaction scores, channel mix production, and experiential impact.
- Establish and implement consistent KPI’s for guest service.
- Conduct ongoing business reviews with SVPs & the Director of Quality & Guest Experience to ensure accountability of guest service initiatives at all levels.
- Evaluate ROI of guest experience initiatives, direct booking channels, upsell & ancillary programs; reallocating resources to high-impact areas.
- Ensure brand standards and storytelling are embedded into all revenue and guest- facing initiatives.
- Integration of Guest Survey platforms & Beyond Loyalty program into CRM to leverage ongoing guest satisfaction & guest retention.
- Collaborate with the Director of Quality and Guest Experience Strategy to leverage to create emotionally resonant guest journey touchpoints that enhance satisfaction, loyalty, and share of wallet.
- Work with property teams to execute seasonal and thematic activations with revenue opportunities and demand periods.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Number of Employees
5,001-10,000 employees
