Director of Guest Experience – Raffles & Fairmont

Join Raffles & Fairmont Hotels as the Corporate Director of Guest Experience, where you'll craft exceptional guest journeys across luxury resorts. This pivotal role centers on strategic enhancement of guest services worldwide.
Reporting directly to both COOs, you will play a key role in advancing strategic objectives that optimize guest satisfaction and maintain brand excellence. Your leadership will drive assessments of guest reputation tools and engage with various corporate teams to implement successful initiatives. The ability to analyze and act on guest feedback will ensure the continuous improvement of operational processes and hotel competitiveness.
Key Responsibilities:
• Provide leadership in guest experience strategies
• Drive initiatives to improve satisfaction KPIs globally
• Assess reputation performance metrics and implement changes
• Collaborate with diverse departments on service standards
• Monitor industry benchmarks for innovative practices
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