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 and Residences Dominican Republic at Tropicalia will feature 95 keys and 25 branded residential homes, 8 distinct F&B outlets, all thoughtfully designed to reflect a contemporary interpretation of the Dominican Republic’s natural beauty. Wellness will be a defining pillar of the property, delivering a holistic experience that harmonizes with the natural environment while enhancing overall wellbeing through the restorative power of nature. The sustainable luxury destination is located on a 60-acre (24 hectare) site along the pristine beachfront of Playa Esmeralda in northeastern Dominican Republic, along the southern shores of Samaná Bay. A site of breathtaking natural beauty, Tropicalia is home to a diverse ecosystem of white-sand beaches; crystalline, aquamarine water and coral reefs; mountains, forests, mangroves, lagoons and rivers; a working coconut plantation; and an organic farm.

About the Role

Four Seasons Resort and Residences Dominican Republic at Tropicalia is seeking a Director of Guest Experience to join our pre-opening team. Reporting to the Director of Rooms, this position will define and lead the resort’s guest-experience strategy, ensuring seamless, highly personalized and memorable experiences from pre-arrival through departure while bringing the Four Seasons culture and Golden Rule to life.

What You Will Do

- Develop and lead the resort’s guest-experience strategy, ensuring consistency and excellence across every stage of the guest journey.
- Participate in pre-opening activities, including mapping the guest journey, developing service standards and standard operating procedures, and conducting operational simulations.
- Recruit, onboard, train, coach and develop the Guest Experience team, creating a culture of genuine care, creativity, accountability and thoughtful personalization.
- Lead the planning and execution of VIP, repeat-guest, special-attention and celebration experiences.
- Review guest profiles, preferences, histories and special requests before arrival, ensuring relevant information is communicated and actioned across departments.
- Maintain a visible leadership presence in the lobby and guest areas, building meaningful relationships and proactively identifying opportunities to enhance each stay.
- Take ownership of complex or sensitive guest situations, leading service recovery and ensuring timely resolution, documentation and follow-up.
- Partner with Front Office, Reservations, Housekeeping, Concierge, Food and Beverage, Spa, Security, Engineering and Residences to deliver a coordinated and seamless experience.
- Lead daily guest-experience and arrival meetings, ensuring operational teams are aligned on VIPs, preferences, celebrations and potential service challenges.
- Monitor guest feedback, surveys, service incidents and experience trends and develop action plans to address recurring opportunities.
- Encourage thoughtful creativity and empower employees to create meaningful and personalized moments for guests and residents.
- Establish clear procedures for documenting guest preferences, service recoveries and relevant interactions while protecting privacy and confidentiality.
- Support the development of authentic destination experiences that connect guests with Miches, Dominican culture and the surrounding community.
- Manage departmental budgets, labor productivity, scheduling, amenities and other guest-experience resources.
- Champion Four Seasons service standards through daily coaching, storytelling, recognition and cross-departmental collaboration.

What You Bring

- University degree or diploma in Hospitality Management, Tourism, Business Administration or a related field; equivalent professional experience will also be considered.
- A minimum of five years of progressive Guest Experience, Front Office or Rooms experience within a luxury hotel or resort, including previous management responsibility.
- Demonstrated success in managing VIP experiences, personalizing guest stays and resolving complex situations with confidence, empathy and discretion.
- Strong leadership, communication and analytical skills, with the ability to translate guest feedback into meaningful operational improvements.
- Fluency in Spanish and English is required. Additional languages and previous luxury-resort or pre-opening experience are considered an advantage.

What We Offer

- Competitive salary and a comprehensive benefits package.
- Excellent training and professional-development opportunities.
- Opportunities for career growth within Four Seasons Hotels and Resorts.
- Employee travel program, including complimentary and discounted stays at Four Seasons properties worldwide, subject to program eligibility.
- Complimentary dry cleaning for employee uniforms.
- Complimentary employee meals while on duty.
- A supportive and inclusive work environment built on mutual respect, collaboration and the Golden Rule.

Schedule & Hours

- This is a full-time position.
- The successful candidate must be flexible to work early mornings, days, evenings, weekends and public holidays based on operational needs.
- As the resort operates 24 hours a day, seven days a week, scheduled days and hours may vary.

Work Authorization

Candidates must be legally eligible to work in the Dominican Republic or able to meet the applicable immigration and work-permit requirements.

Four Seasons Resort and Residences Dominican Republic at Tropicalia is committed to providing an inclusive workplace in which all individuals are treated with dignity and respect. Employment decisions are based on qualifications, experience and business requirements, without discrimination on any basis protected by applicable law.