مدير تجربة الضيوف

We currently have an opportunity for a Director of Guest Experience to join our Four Seasons Hotel Rabat Kasr Al Bahr team in Morocco.

Reporting to the Hotel Manager, the Director of Guest Experience is responsible for shaping and delivering a seamless, personalized, and memorable guest journey across the property. This role serves as the champion of guest experience excellence, ensuring exceptional service delivery, meaningful guest engagement, and flawless coordination throughout every stage of the guest stay.

The Director of Guest Experience oversees VIP and Elite guest experiences, Concierge operations, destination experiences, cultural programming, boutique partnerships, and guest engagement initiatives. Working closely with Rooms, Food & Beverage, Engineering, Spa, Recreation, Security, Retail Partners, and People & Culture teams, this position ensures that every guest interaction reflects the highest standards of luxury hospitality and personalized service.

Responsibilities include developing innovative guest experience programs, overseeing Concierge and destination services, curating bespoke experiences, leading service recovery efforts, managing guest recognition programs, supporting Kids For All Seasons operations, and driving continuous improvement through guest feedback, analytics, and satisfaction metrics. The Director of Guest Experience also plays a key role in building partnerships with local artists, cultural institutions, luxury retailers, and experiential providers to create authentic and memorable experiences that connect guests to the destination.

Candidates should have significant leadership experience within luxury hospitality, guest relations, concierge operations, rooms division, or guest experience management.

The ideal candidate is a strategic, highly guest-focused leader with a passion for creating exceptional and personalized experiences. You possess outstanding emotional intelligence, relationship-building abilities, and communication skills, with a proven track record of leading diverse teams and delivering exceptional levels of guest satisfaction.

Experience managing VIP and luxury guest experiences, concierge services, cultural programming, destination experiences, service recovery, and guest engagement initiatives is highly desirable. Strong analytical skills and the ability to interpret guest feedback, satisfaction metrics, and operational data to drive continuous improvement are essential.

The successful candidate will demonstrate exceptional leadership capabilities, commercial awareness, creativity, and the ability to influence and collaborate effectively across multiple departments. Experience with hotel systems, guest experience platforms, and Opera PMS is preferred.

Desired Candidate Profile

Candidates should have significant leadership experience within luxury hospitality, guest relations, concierge operations, rooms division, or guest experience management.

The ideal candidate is a strategic, highly guest-focused leader with a passion for creating exceptional and personalized experiences. You possess outstanding emotional intelligence, relationship-building abilities, and communication skills, with a proven track record of leading diverse teams and delivering exceptional levels of guest satisfaction.

Experience managing VIP and luxury guest experiences, concierge services, cultural programming, destination experiences, service recovery, and guest engagement initiatives is highly desirable. Strong analytical skills and the ability to interpret guest feedback, satisfaction metrics, and operational data to drive continuous improvement are essential.

The successful candidate will demonstrate exceptional leadership capabilities, commercial awareness, creativity, and the ability to influence and collaborate effectively across multiple departments. Experience with hotel systems, guest experience platforms, and Opera PMS is preferred.

Fluency in English is required. Fluency in French and Arabic is highly preferred for this location, along with eligibility to work in Morocco.