Corporate Director, Guest Experience, Raffles & Fairmont Hotels and Resorts

Company Overview

Raffles Hotels & Resorts and Fairmont Hotels & Resorts are leading luxury hospitality brands.

Job Overview

Dual reporting to the COO of Raffles and the COO of Fairmont, the Corporate Director, Guest Experience is a trusted operational advisor who advances global and regional strategic initiatives for Raffles and Fairmont hotels worldwide.

Core Responsibilities

• Provides Guest Experience leadership & direction to Raffles & Fairmont corporate and regional departments. The Director will further a culture of service excellence, innovation and maintain a commitment to be “best in class”.
• Lead and execute long‑term guest experience optimization strategy to drive global KPI’s for guest satisfaction & quality. Work in collaboration with COOs to ensure alignment of overall strategy and synergy of initiatives related to improving the Reputation Performance Score and Quality score of th...