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 the brands and their competiti...