Please note: this is full time international expat opportunity in the Caribbean - not remote.
Job Title: Director of Guest Experience
Location: Caribbean (Full Relocation + Housing Provided)
Compensation: Highly Attractive Base Salary + Benefits
Role Type: Full-time, On-site, International Leadership Role
About the Group
A leading publicly listed hotel group with a footprint across the Caribbean and Central America is seeking an accomplished Director of Guest Experience. With twenty-one resorts in operation and a reputation for delivering luxury hospitality, the group is embarking on a transformative journey to redefine service excellence, digital innovation, and brand alignment.
The Role
This is a fully international leadership role based in the Caribbean, responsible for shaping and driving the end-to-end guest journey—from booking and on-resort experiences to post-stay contact center engagement. Reporting to the Executive Leadership Team, you will partner with General Managers, Resort Directors, and corporate stakeholders to deliver operational excellence, innovation, and a world-class luxury experience.
Key Responsibilities
* Lead guest experience and hotel operations across the group, ensuring seamless delivery from reservation through to post-stay engagement.
* Oversee product development, digital transformation, and quality assurance initiatives, including refurbishment projects and new resort openings.
* Drive strategic planning, long-term operational alignment, and brand consistency across all resorts.
* Collaborate with Forbes Travel Guide, Medallia, SafetyCulture, and EcoSure partners to deliver service excellence, quality standards, and asset condition improvements.
* Analyze guest sentiment, industry trends, and business data to shape strategies enhancing both guest and employee experiences.
* Manage capital projects (up to USD $7M annually) linked to Customer Experience (CX) and Employee Experience (EX).
* Mentor and guide a team of corporate leaders, Hotel General Managers, and resort Directors across multiple geographies.
What We’re Looking For
* Proven senior leadership in hospitality, ideally within luxury resorts, multi-property groups, or global hotel brands.
* Expertise in guest experience strategy, hotel operations, and digital transformation.
* Strong record of driving quality assurance, brand alignment, and innovative service delivery.
* Exceptional ability to synthesize data into actionable insights, implement change, and influence at executive level.
* Cultural agility and passion for Caribbean hospitality values.
What’s on Offer
* Competitive base salary with performance-linked benefits.
* Full relocation package, including accommodation in the Caribbean.
* Opportunity to shape guest experience strategy across a large, listed, and growing hospitality group.
* International career platform in a dynamic and diverse environment.