The Caribbean’s leading Luxury Included® chain offers an exciting opportunity for enthusiastic persons to join our team. Come share with us an exciting Caribbean journey as

 Corporate Director, Guest Experience 

The Corporate Director, Guest Experience (CX), is responsible for shaping and driving the brand-level CX strategy to ensure exceptional, consistent, and culturally relevant service across all properties. This role leads cross-functional collaboration, including partnership with corporate office, regional, and resort operations, product development, corporate university, public relations & communications, and others, to enhance every stage of the guest journey from pre-arrival to post-stay.

Specific requirements/duties of the position include:

• Supporting the brand evolution through the introduction of new experiences and a service culture aligned with the brand direction. Increasing awareness and advocacy for new and evolving guest experiences.
• Collaborating with operations to develop customer journey maps, identifying gaps and opportunities for improvement
• Developing meaningful recommendations for improvements and process revisions for individual properties, regions, and the portfolio.
• Collaborating on the development and deployment of brand standards, working closely with all stakeholders to ensure brand alignment, operational feasibility, guest satisfaction, and cost efficiency.
• Overseeing a range of resort assessments, including those focused on guest experience, physical condition, and brand standards.
• Analyzing trends across the portfolio and identifying new opportunities for improvement, leading practices, and opportunities for further brand alignment.
• Evaluating guest sentiment in the context of the existing business model and external trends to make concrete recommendations related to strategy, design, or implementation of new guest experiences within and across the portfolio.
• Continuously championing a guest-centric approach across the guest lifecycle.

Qualifications and Experience:

• Bachelor’s Degree required, MBA (or equivalent) desirable
• 10+ years of experience in in guest experience, product strategy, or a continuous improvement/quality assurance role within tourism and hospitality
• Proven ability to lead, inspire, and develop individuals.
• Strategic planning and problem-solving capabilities
• Strong executive-level communication skills, both written and verbal.
• Project management expertise
• Collaborator and self-motivated driver, with change management fundamentals
• Additionally, the ideal candidate will have the ability to:
• Balance creativity and out-of-the-box thinking with operational excellence
• Analyze information from processes, data, structures, and experiences, synthesizing insights from each information source
• Ability to operate in an agile, fast-paced environment and handle multiple priorities

NB: We thank all applicants for their interest; however, only shortlisted candidates will be contacted.