Director of Guest Experience

About the role

The Director of Guest Experience will shape the end‑to‑end journey of every guest at Four Seasons Resort Sharm El Sheikh, from arrival through departure and beyond. This senior leadership position combines strategic vision with operational excellence to deliver unforgettable, personalized service in a luxury setting.

Key responsibilities

• Define and execute a comprehensive guest experience strategy that ensures consistency across all touchpoints.
• Build and nurture deep relationships with VIP and special‑attention guests, delivering highly personalized stays.
• Lead, develop, and inspire the Guest Experience team, fostering a culture of accountability and service excellence.
• Oversee VIP arrivals, lobby experiences, and cross‑department coordination to guarantee flawless execution.
• Analyze guest feedback, identify trends, and launch innovative initiatives to continuously elevate service standards.
• Champion guest recognition programs and introduce experience‑driven offerings.
• Manage complex guest situations with discretion and effective service recovery.
• Partner with senior leadership on reporting, budgeting, and strategic planning for the department.

Required profile

• Degree or diploma in Hospitality, Business, or a related field.
• At least one year of experience in a comparable senior guest‑experience or hospitality leadership role.
• Proven ability to lead teams, drive strategic initiatives, and deliver exceptional service.

Required skills