Full-Time Brand Experience & Guest Journey Director

We are seeking a dynamic and guest-centric leader to serve as Director, Brand Experience & Guest Journey for our Premium Brands portfolio.

This role is integral in operationalizing and documenting brand experience standards that align with the brand’s promise, ensuring a consistent, high-quality guest journey across our global portfolio.

As a strategic collaborator and operational expert, you will work closely with brand leaders to define and document brand standards, focusing on key touchpoints across the guest journey—from arrival to departure.

Your role is critical in transforming brand strategies into actionable, measurable standards that are seamlessly integrated into hotel operations, driving both guest satisfaction and brand loyalty.

This role reports directly to the SVP, Brand Management and Guest Experience and operates with high accountability and visibility across regions, collaborating closely with Compliance, Audit, and other key stakeholders to ensure the standards are measured and adhered to, creating an unparalleled guest experience.

Key Responsibilities

1. Guest Experience Strategy & Design Support

2. Support brand leaders by operationalizing brand platforms into holistic guest journeys that reflect the unique essence, promise, and personality of each Premium brand.

3. Define and document key brand touchpoints (arrival, stay, service rituals, departure, etc.), ensuring they are actionable, operationally viable, and measurable.

4. Work closely with brand leaders to ensure that brand stories are translated into practical, scalable touchpoints that can be effectively implemented across hotel operations.

5. Standards Development & Operational Excellence

6. Define, document, and write brand standards across all guest experience touchpoints, ensuring consistency and operational feasibility at every level.

7. Collaborate with hotel operations teams to ensure standards are designed with a deep understanding of how hotels function, making them easy to adopt and implement.

8. Partner with Compliance and Audit teams to ensure all defined standards are integrated into the tools used for compliance and performance measurement.

9. Ensure that standards are not just theoretical but are fully embedded in the operational processes and regularly monitored to maintain consistency and quality across the guest journey.

10. Brand Integrity & Differentiation

11. Serve as the guardian of brand integrity, ensuring that each Premium brand’s experience remains distinctive and clearly defined, with no overlap across brand identities.

12. Maintain and update brand “swim lanes” that outline the boundaries, character, and experience DNA of each brand.

13. Collaborate closely with brand leaders and Compliance teams to prevent brand dilution and ensure all cross-functional initiatives align with brand identity.

14. Compliance, Audit & Feedback Loop Support

15. Work with Compliance and Audit teams to ensure that the standards you define are consistently translated into audit tools and compliance systems.

16. Provide ongoing support to the Compliance team in ensuring standards are applied across the hotel network and performance is measured.

17. While direct hotel engagement is managed by Compliance and Audit, support these teams by supplying the necessary materials, standards, and guidelines to ensure proper execution and monitoring of the guest journey.

18. Monitor performance through guest satisfaction metrics, audits, and digital reputation feedback to ensure the guest journey delivers on brand expectations.

Requirements:

• 8–12+ years of progressive experience in hospitality, with a strong foundation in hotel operations, guest experience, or brand implementation.
• Demonstrated success in defining, writing, and implementing brand-aligned guest experience standards across multiple properties or regions.
• Deep knowledge of hotel operations, with a focus on how brand standards translate into daily service delivery.
• Experience in collaborating with Compliance, Audit, and Operations teams to ensure standards are measured and enforced.
• Strong attention to detail, with the ability to transform complex concepts into clear, actionable guidelines.
• Excellent communication, influencing, and project management skills.
• Global perspective, cultural sensitivity, and a passion for delivering exceptional guest experiences.
• Bachelor’s degree in Hospitality, Business, or a related field; Master’s preferred.
• Fluency in English required; additional languages a plus.

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