Director of Guest Experience

About the role

Four Seasons Hotel Rabat Kasr Al Bahr in Morocco is looking for a Director of Guest Experience. Reporting to the Hotel Manager, the Director shapes and delivers a seamless, personalized and memorable guest journey across the property, acting as the champion of guest experience excellence. The hotel sits on 15 acres in the Moroccan capital, with 13 buildings, restaurants, a lobby, gardens, indoor and outdoor pools and views of the Atlantic.

Key responsibilities

• Oversee VIP and elite guest experiences, Concierge operations, destination experiences, cultural programming, boutique partnerships and guest engagement initiatives.
• Work closely with Rooms, Food & Beverage, Engineering, Spa, Recreation, Security, Retail Partners and People & Culture teams so every guest interaction meets the highest standards of luxury hospitality.
• Develop innovative guest experience programs and oversee Concierge and destination services.
• Curate bespoke experiences and lead service recovery efforts.
• Manage guest recognition programs and support Kids For All Seasons operations.
• Drive continuous improvement using guest feedback, analytics and satisfaction metrics.
• Build partnerships with local artists, cultural institutions, luxury retailers and experiential providers.

Required profile

• Significant leadership experience in luxury hospitality, guest relations, concierge operations, rooms division or guest experience management.
• Strategic, guest-focused leader with strong emotional intelligence, relationship-building and communication skills, with a track record of leading diverse teams.
• Experience managing VIP and luxury guest experiences, concierge services, cultural programming, destination experiences, service recovery and guest engagement is highly desirable.
• Fluency in English is required; fluency in French and Arabic is highly preferred, along with eligibility to work in Morocco.

Required skills

• Strong analytical skills and the ability to interpret guest feedback, satisfaction metrics and operational data.
• Experience with hotel systems, guest experience platforms and Opera PMS is preferred.