E11EVEN- Director of Guest Experience

Compensation Type

Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

Inspired by the human condition in its many forms, E11EVEN Club Hotel & Residences were created to promote an exclusive, personal and self-curated way of being. At the Residences, choice surrounds you all day long.

 

Whether you jetset or prefer to reset, these residences offer moments and experiences that speak to each individual’s taste and preference. Located within the creative and thriving metropolis of Miami, E11even Club Hotel & Residences perfectly reflect the vibrancy of its surroundings, people and culture.

 

So reimagine yourself here and get to the essence of what living your way, is truly all about.

Overview

The Director of Guest Experience is responsible for making every guest feel welcome and ensuring a pleasant and comfortable stay at E11EVEN Club Hotel & Residences. This role oversees guest arrivals, check-in and check-out, and the communication of hotel facilities and services, and leads the guest-facing team, including Front Desk, Bell/Door, PBX, and Concierge, to deliver stellar customer service and memorable hospitality experiences. The Director of Guest Experience resolves issues in a timely and accurate manner and continually elevates guest services by responding to guest requests and ensuring guest satisfaction.

Responsibilities

• Provide upscale guest service experiences for guests and residents throughout their stay.
• Ensure guests are properly greeted upon arrival.
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.
• Coordinate luggage collection and storage.
• Oversee check-in and check-out procedures, including reservations and financial transactions.
• Promptly address guest requests, such as In-Room Dining.
• Actively listen to and resolve guest complaints, coordinating communication between guests and staff and following up to ensure concerns are resolved.
• Ensure special guests, including guests with disabilities, the elderly, children, and VIPs, receive personalized service.
• Inform guests of hotel services, including breakfast and dining options, and promote all hotel amenities, conveniences, and programs.
• Recommend local attractions, including places to dine, shop, and sightsee.
• Establish friendly relationships with regular hotel guests and residential owners.
• Liaise with Housekeeping and Food & Beverage to provide an overall comfortable guest experience.
• Analyze guest feedback from surveys and online reviews, and recommend ways to improve guest satisfaction scores and online ratings, such as TripAdvisor.
• Manage the guest services team to ensure compliance with all standards and operating procedures; review daily duties, assign tasks, and check on progress.
• Lead the hiring, training, scheduling, payroll (in Dayforce), and direction of all guest services employees.
• Appraise team performance and produce regular reports.
• Assist with projects assigned by management, and perform other related duties as assigned.

Qualifications

• Bachelor’s degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Five (5) or more years of front office or guest services experience in a luxury hotel, including at least two (2) years as a Front Desk Manager, Front Office Manager, Hotel Manager, or similar role.
• Hands-on experience with OPERA PMS.
• Customer service drive with outstanding communication and active listening skills.
• Excellent problem-solving and multitasking skills.
• Leadership skills, with the ability to motivate a team toward high performance.
• Strong sense of responsibility and a professional presentation.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Proficiency in English; knowledge of other languages is a plus.

Benefits

We are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

• Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based in Washington:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service
• Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

• 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
• Up to 20 days of paid vacation per year, based on classification and length of service
• 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.
• Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

 

**The above-referenced benefits do not apply to part-time positions

Posting Date

This job opening was posted on 10/05/2026 and will remain open for at least 75 days.