Director of Guest Experience

Our heart, head and hands play a part in everything we do. By caring about the art of hospitality and perfecting every detail, we work together to uplift the lives of others. There is nothing quite like the satisfaction of providing an unrivalled service that is greatly admired.

Corinthia Hotels has announced a management agreement with the Reuben Brothers to operate the former The Surrey Hotel, located on Manhattan’s Upper East Side. The famed property will undergo an extensive renovation and is slated to open in 2024.

The Surrey, a Corinthia Hotel is seeking to recruit a Director of Guest Experience. The Director of Guest Experience will oversee and manage the team responsible for Guest experience. The Director of Guest Experience will be the key liaison between the hotel and our guests and will meet, greet and escort all VIP guests and will ensure a smooth arrival and a fond farewell. The Director of Guest Experience will act as the “owner” of the guest database and is responsible for ensuring that guest preferences are met while delighting and exceeding guest expectations.

Summary of Responsibilities

• Drives the Corinthia values and philosophy.
• Greets and maintains an excellent working relationship with guests/clients and colleagues.
• Entertains existing and potential guests/clients.
• Liaises with the Front Office to ensure VIP allocations are made, amenities arranged and VIP guests met.
• Ensures a high quality when capturing guest data.
• Ensures that guest history is well maintained and that every guest stay is linked to the correct client file.
• Meets and greets VIP guests on behalf of the Managing Director
• Reviews and sets up procedures and policies for business and service improvements when required.
• Responsible for physical inspection of all VIP rooms, prior to arrival
• Coordinates all VIP Amenities with Executive Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
• Develops new ideas for cost effective guest amenities

Skills and Qualifications

• Previous guest exposure in five star tourism and hospitality Industry desired
• Previous team leading experience