Chief Experience Officer

Job Description

An established hotel is seeking a visionary and guest-focused Chief Experience Officer to lead the development and execution of exceptional guest and employee experience strategies. This executive leadership role is responsible for shaping every stage of the guest journey, driving service innovation, strengthening brand reputation, and fostering a culture of excellence across all hotel departments. The successful candidate will collaborate with senior leadership to ensure every interaction reflects the highest standards of quality, consistency, and memorable service.

Key Responsibilities

• Develop and implement a comprehensive guest experience strategy aligned with the hotel’s vision and objectives.
• Lead initiatives that enhance guest satisfaction, loyalty, and overall brand perception.
• Analyse guest feedback, operational data, and market trends to identify opportunities for continuous improvement.
• Partner with department heads to maintain consistent service standards throughout the hotel.
• Oversee guest experience programmes, service recovery processes, and quality assurance initiatives.
• Champion innovation by introducing new services, technologies, and personalised guest experiences.
• Build and mentor high-performing leadership teams focused on delivering exceptional service.
• Establish performance metrics and regularly evaluate guest experience outcomes.
• Collaborate with marketing and sales teams to strengthen the hotel’s brand positioning.
• Ensure compliance with company policies, industry standards, and relevant regulations.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, Marketing, Tourism Management, or a related field. A master’s degree is an advantage.
• Extensive senior leadership experience in hotel operations, guest experience, luxury service, or customer experience management.
• Demonstrated success in developing and executing customer experience strategies.
• Strong leadership, organisational, and change management abilities.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to analyse performance data and implement effective improvement initiatives.
• Experience managing cross-functional teams and large-scale operational projects.
• Strong financial and commercial awareness with the ability to balance guest satisfaction and business performance.
• Proficiency in hotel management systems, customer relationship management platforms, and Microsoft Office applications.
• Ability to thrive in a fast-paced, dynamic hotel environment while maintaining exceptional service standards.

Are you interested in this position?

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