Director of Guest Experience

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Four Seasons Resort The Nam Hai is a Forbes Five-Star winner for eight consecutive years. With an idyllic location on Vietnam’s culturally rich central coast, the Resort offers a portal to three extraordinary UNESCO World Heritage sites (Imperial City of Hue, My Son Sanctuary and Hoi An) and a breezy respite on the country’s most celebrated beach. Four Seasons Resort The Nam Hai is 35 hectares wide – Sun-dappled tropical gardens-featuring 4,500 coconut palm trees, bordering a one-kilometer stretch of Ha My Beach & 30 minutes drive from Danang Airport & 15 minutes from Hoi An

About the Role:

We are seeking a passionate and strategic Director of Guest Experience who is responsible for the intentional design and delivery of a seamless, anticipatory, and memorable guest journey across the property.

This role partners closely with operational and support teams to strengthen emotional connection, personalization, recognition, and overall guest satisfaction. In collaboration with other departments, you will ensure the guest experience is thoughtfully curated and consistently executed to the highest standards of service.

Across all responsibilities, the Guest Experience Director champions guest advocacy, drives continuous improvement, and elevates the brand's promise through thoughtful experiences and exceptional execution.

 

What You Will Do:

• Lead and enhance the end-to-end guest journey, from pre-arrival through post-departure.

• Oversee VIP, Elite, and other key guest segments, ensuring personalized and seamless experiences.

• Partner with Rooms, F&B, Spa, Recreation, Engineering, Security, and People & Culture teams to deliver exceptional service.

• Lead the Guest Experience team and drive property-wide guest experience initiatives.

• Act as the primary advocate for guests, managing service recovery with professionalism and empathy.

• Analyze guest feedback, satisfaction metrics, and trends to identify improvement opportunities.

• Coach and develop leaders and employees on guest engagement, recognition, and service excellence.

• Champion innovation, personalization, and adherence to Four Seasons brand standards.

 

What You Bring:

• Minimum five years of progressive leadership experience in luxury hospitality.

• Proven expertise in Guest Experience, Front Office, Concierge, or Rooms Division leadership.

• Strong emotional intelligence, diplomacy, and communication skills.

• Demonstrated ability to manage complex service recovery situations with grace and authority.

• Strong analytical capability and comfort with guest experience systems and data tools.

• Ability to lead cross-functional teams and influence without formal authority.

• Flexible approach required for a fast-paced and guest-driven environment. 

   
What we offer: 

• Competitive Salary, wages, and a comprehensive benefits package

• Excellent Training and Development opportunities

• Discovery Nights at other Four Seasons Hotels and Resort

​Schedule & Hours:

• 44 working hours per week