Hotel Job Level: 7 – Department Head

Directly Reports to: General Manager

Indirectly Reports to: Chief Operating Officer

Assigned Department: Guest Experience

Key Responsibilities

Job Summary 

In accordance with the policies, procedure and standards of The Lind Hotels, the Director of Guest Experience is responsible for overseeing the daily operations of the Guest Experience Department including reception desk, guest transportation, guest services, guest activity/leisure, and spa sections.

Essential Duties and Responsibilities

Guest Service Excellence

• Set high service standards and ensure that they are consistently met or exceeded.
• Train and motivate guest experience staff to deliver exceptional guest service.
• Handle guest complaints and resolve issues promptly and effectively.
• Foster a guest-centric culture among al front-office team members.

Departmental Supervision

• Oversee the daily operations of the entire department, ensuring smooth check-in and check-out processes.
• Manage the transportation services, including coordinating land and sea transportation and airport representation.
• Coordinate guest activities, ensuring a diverse range of options are available and organized efficiently.
• Supervise the Kids Club, ensuring a safe and enjoyable experience for children.
• Oversee the training and scheduling of lifeguards to maintain the safety of guests using water facilities.
• Manage the gym facility, ensuring cleanliness, functionality, and a pleasant atmosphere.
• Oversee the daily operations of the Spa, ensuring all services, treatments, and guest interactions meet the highest standards of luxury, wellness, and professionalism.
• Collaborate with the Spa team to develop possible new wellness offerings, drive revenue growth, maintain operational excellence, and uphold health and safety compliance.

Team Management

• Recruit, train, and evaluate guest experience staff, ensuring a competent and motivated team.
• Conduct regular performance reviews, provide feedback, and implement development plans.
• Foster a positive and collaborative work environment, promoting teamwork and cooperation.

Administrative Duties

• Develop and implement guest experience policies, procedures, and standards.
• Maintain accurate guest records, ensuring confidentiality and data protection.
• Monitor and manage room inventory, maximizing occupancy and revenue opportunities.
• Prepare reports on key performance indicators, financials, and guest satisfaction metrics.

Interdepartmental Coordination

• Collaborate with other departments, such as Housekeeping, Food and Beverage, and Sales, to ensure seamless operations and exceptional guest experiences.
• Participate in regular meetings and communicate effectively to ensure all teams are aligned.

Required Qualifications

Required Skills

• Excellent communication and leadership skills.
• Ability to motivate and manage a diverse team.
• Strong guest service skills with the ability to handle guest complaints and resolve issues.
• High level of organizational skills
• Time management and multi-tasking skills.

Qualifications

• Minimum of 3-5 years’ experience in related position;
• Hospitality/Tourism or other Business Management related course;
• Knowledgeable of hotel software and systems
• Ability to manage budgets and expenses related to front office operations.

Experience

• Experience in a 5-star or luxury hotel.
• Experience in resort or 5-star hotel chain in hotel Guest Experience operations.

Key Internal Relationships

• Hotel Employees
• Interacts with guests and individuals outside the hotel, including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community.