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Director Of Guest Experience Jobs (NOW HIRING)

The Newbury Boston

Director of Guest Experience

Boston, MA · On-site

$105K - $115K/yr

Overview The Director of Guest Experience is responsible for leading the Guest Experience department and delivering consistent Five-Star luxury service throughout the guest journey. The primary focus ...

JC Resorts

Director of Guest Experience

Laguna Beach, CA · On-site

$90K - $99K/yr

We welcome enthusiastic individuals to join our team of dedicated professionals who are passionate about providing a personalized coastal luxury experience to our guests. Our team members are ...

WILDFLOWER FARMS

Director of Guest Services

Gardiner, NY · On-site

$90K - $100K/yr

Director of Guest Services The Director of Guest Services at Wildflower Farms plays a vital role in ... Itinerary Design & Personalized Guest Experience: * Oversee the Itinerary Design team, ensuring all ...

Pentice

Head of Guest Experience

Chicago, IL · Remote

... of." It isn't, and you'll be in it. Warm and lovely and credentialed is not the job. Built-it-from-nothing-and-ran-it-on-numbers is the job. What's real about Cloud9 right now * Guest experience is ...

Solage

Director of Guest Services

Calistoga, CA · On-site

Create an elevated and distinctive experience for our guests while providing day-to-day leadership ... Collaborate with the Area Director of Experiences to promote and enhance our experiences to our ...

AEG

Director, Guest Experience

Columbus, OH · On-site

Under the direction of the Vice President, Operations, the Director oversees the day-to-day and event operations of the Guest Experience department ensuring the safety and comfort for all through ...

IHMS LLC.

Director of Front Office

Manhattan, NY · On-site

Director of Rooms Department: Front Office Position Summary The Director of Front Office is ... Key Responsibilities Guest Experience & Service Excellence * Champion Forbes Five-Star, AAA Five ...

LEGOLAND Parks

Guest Experience Supervisor

Los Angeles, CA · On-site

$19.50 - $22/hr

The Supervisor manages the daily operation of their department, and provides example-based ... At least two years of supervisory experience in a guest facing-based environment, visitor ...

The Wills Group

Guest Experience Supervisor

La Plata, MD · On-site

$18 - $20.50/hr

Complete assigned tasks as directed by the Guest Experience Manager and Sr. Store Manager. Qualifications and Experience: * Minimum of 1 year in a supervisory or management role in a customer service ...

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Director Of Guest Experience information

See salary details

$35K

$80.3K

$114.5K

How much do director of guest experience jobs pay per year?

As of Aug 30, 2026, the average yearly pay for director of guest experience in the United States is $80,304.00, according to ZipRecruiter salary data. Most workers in this role earn between $63,000.00 and $98,500.00 per year, depending on experience, location, and employer.

What does a Director of Guest Experience do?

A Director of Guest Experience oversees and enhances the overall experience for guests at hospitality venues such as hotels, resorts, or entertainment facilities. They develop and implement strategies to ensure guests have memorable, high-quality interactions throughout their stay or visit. This role involves leading staff, analyzing guest feedback, resolving concerns, and working closely with other departments to maintain service standards. The goal is to foster repeat business and positive reviews by consistently exceeding guest expectations.

What are the key skills and qualifications needed to thrive as a director of guest experience?

To thrive as a Director of Guest Experience, you need extensive experience in hospitality management, a deep understanding of customer service principles, and often a degree in hospitality or a related field. Familiarity with CRM systems, guest feedback platforms, and property management software is typically required. Exceptional leadership, problem-solving abilities, and strong interpersonal skills set top candidates apart in this customer-centric role. These competencies ensure the delivery of memorable guest experiences, drive team performance, and support business growth in competitive hospitality environments.

How does a director of guest experience typically collaborate with other departments to enhance overall guest satisfaction?

A Director of Guest Experience works closely with teams across departments such as front office, housekeeping, food and beverage, and marketing to ensure a seamless and memorable stay for guests. This role involves regular meetings to review guest feedback, coordinate service improvements, and implement initiatives that address guest needs. By fostering open communication and aligning departmental goals, the Director of Guest Experience ensures that every team contributes to a consistent and exceptional guest journey.

What is the difference between Director Of Guest Experience vs Guest Services Manager?

AspectDirector Of Guest ExperienceGuest Services Manager
ResponsibilitiesOversees overall guest satisfaction strategies, manages guest experience teams, and develops service standards.Manages daily guest services operations, handles guest complaints, and ensures service quality at the operational level.
Required CredentialsTypically requires a bachelor’s degree in hospitality, business, or related field; experience in guest relations or hospitality management.Often requires a high school diploma or associate degree; experience in customer service or hospitality roles.
Work EnvironmentStrategic, leadership-focused, often in corporate or hotel settings.Operational, customer-facing, often in hotels, resorts, or entertainment venues.

The main difference between a Director Of Guest Experience and a Guest Services Manager lies in scope and focus. The Director develops overall guest experience strategies and leads teams, while the Guest Services Manager handles daily operations and guest interactions. Both roles require hospitality knowledge, but the director's role is more strategic and leadership-oriented.

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Director Of Guest Experience jobs near you
Infographic showing various Director Of Guest Experience job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 18% Part Time, and 4% Contract. Highlights an 89% Physical, 2% Hybrid, and 9% Remote job distribution, with an average salary of $80,304 per year, or $38.6 per hour.

Director of Guest Experience

Boston, MA • On-site

The Newbury Boston
See more jobs at The Newbury Bostonexternal

$105K - $115K/yr

Full-time

Posted 20 days ago

Job description

Compensation Type
Yearly
Highgate Hotels
Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com
Location
The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston's Back Bay is an iconic property originally opened in 1927 as one of the first Ritz-Carlton hotels in the U.S. and most recently was the Taj Boston. The building was recently transformed into a 286-room luxury hotel with 16,000-sq-ft of stunning event spaces, signature dining experiences and a reimagined front entrance on Newbury Street.
Overview
The Director of Guest Experience is responsible for leading the Guest Experience department and delivering consistent Five-Star luxury service throughout the guest journey. The primary focus of this position is to create thoughtful and personalized experiences for VIPs, repeat guests, specialty-suite guests and those requiring special attention through a highly engaged and well-trained team.
This position oversees the Hotel's VIP, guest recognition, amenity, loyalty, guest messaging and concierge programs. The Director partners closely with all Hotel departments, including Sales and Catering, to ensure guest preferences, riders, special requests and commitments are clearly communicated and executed.
The performance of this position directly affects guest satisfaction, loyalty, repeat business, revenue and the reputation of the Hotel. The Director is expected to maintain a visible presence, take ownership of guest concerns and empower associates to create memorable moments while maintaining the highest standards of luxury service.
Responsibilities
  • Lead the daily operation of the Guest Experience department, including scheduling, labor management, training, coaching, performance management and leadership coverage across all shifts.
  • Own and continuously improve the Hotel's VIP, special-attention, specialty-suite, repeat-guest and loyalty recognition programs, ensuring personalized service from pre-arrival through departure.
  • Review upcoming arrivals and prepare and communicate the daily VIP list, ensuring guest history, preferences, special occasions, prior concerns and operational details are shared with the appropriate teams.
  • Partner closely with Sales and Catering on VIP guests, group leaders, site visits, familiarization trips and special events, ensuring riders, amenities, arrival details and all guest commitments are clearly communicated and executed.
  • Coordinate the complete preparation of VIP stays, including room allocation, room readiness, inspections, transportation, dining arrangements, special requests, arrivals, personal introductions, in-stay engagement and departure recognition.
  • Inspect accommodations for the Hotel's highest VIP tiers and partner with Housekeeping, Engineering and Front Office to resolve room discrepancies before arrival.
  • Oversee and continuously improve the Hotel's VIP, complimentary, paid and special-request amenity program, including offerings, pricing and procedures, and ensure amenities are accurately charged, prepared, delivered and followed up on across all shifts, including evenings and overnight.
  • Maintain a visible presence during peak arrivals and departures, high occupancy, groups, events and significant VIP stays, ensuring guests receive appropriate personal recognition and attention.
  • Oversee the Hotel's guest messaging program, including response standards, request assignment, escalation, communication quality, productivity and follow-through.
  • Manage the offsite concierge operation, including standard operating procedures, service quality, productivity, response times and escalation of sensitive guest requests.
  • Deliver on the Hotel's loyalty program and identify appropriate revenue opportunities through suite upgrades, paid amenities, transportation, dining and other personalized experiences.
  • Take ownership of guest concerns from initial contact through resolution and follow-up, ensuring preferences, observations, recovery details and corrective actions are accurately documented in Opera, ALICE and other applicable systems.
  • Identify recurring service concerns and partner with the appropriate departments to develop and execute corrective action plans.
  • Prepare weekly and monthly VIP reports, including stay volume, repeat frequency, guest spend, upgrades, ancillary revenue, amenity costs, service trends and overall program performance.
  • Develop relationships with trusted local partners and maintain an in-depth knowledge of the Hotel, its services and the experiences Greater Boston and New England offer luxury travelers.
  • Develop and maintain departmental procedures and training consistent with Forbes, LQA, AAA and The Newbury's luxury service standards.
  • Make timely decisions that balance guest expectations with the Hotel's financial, staffing, safety and operational needs.
  • Keep the Director of Rooms and appropriate Hotel leaders informed of significant guest concerns, unusual matters and operational risks.
  • Demonstrate personal ownership, attention to detail, effective communication, teamwork and consistent follow-through.
  • Attend meetings, serve as Manager on Duty when assigned and respond appropriately during hotel emergencies or safety situations.
  • Perform other reasonable duties and projects as assigned.

Qualifications
  • Three to five years of progressive leadership experience in Front Office or Guest Experience within a luxury hotel required.
  • Demonstrated experience managing VIP guests, complex arrangements, personalized amenities and sensitive service recovery required.
  • Knowledge of Forbes Travel Guide, LQA, AAA or comparable luxury service standards preferred.
  • Proficiency with Opera Cloud or a comparable property-management system and guest request or messaging platforms required.
  • College degree in Hospitality Management, Business Administration or a related field preferred; equivalent luxury hotel experience will be considered.
  • Knowledge of F&B preparation techniques, health department rules and regulations, liquor laws and regulations preferred.

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