Director of Guest Experience

Join the team at The Grove Resort & Water Park Orlando, where every day is an adventure! Located just six miles from Walt Disney World® Theme Parks, we offer an exciting workplace where employees create unforgettable guest experiences. Our resort features 787 condo-style rooms, complimentary access to the award-winning Surfari Water Park, daily transportation to Orlando’s top attractions, 6,000 square feet of meeting space, and serene activities at Lake Austin Pier. Guests also enjoy dining options like Valencia Restaurant, Longboard Restaurant, and Alfresco Market.

Our latest addition, The Terraces at The Grove, brings a modern, adult-centric retreat to our resort. Overlooking Lake Austin, this exclusive property boasts 160 rooms, a private pool with cabanas, a poolside bar (DYVE), a fire pit seating area, a gym, and BYTE, a grab-and-go market. Employees at The Grove enjoy working in a collaborative environment where they help create unforgettable memories for our guests while taking advantage of career growth opportunities in the heart of Orlando’s vibrant hospitality industry. If you're ready to work in an inspiring, energetic setting with an amazing team, we’d love to hear from you! Join us and make every day extraordinary!!

SPIRE Hospitality is a management company specializing in creating memorable guest experiences and delivering best-in-class service at our hotels and resorts across the country. We ensure you have the support, tools and opportunities you need to get the job done, grow as an individual, and excel in your hospitality career.

We offer a comprehensive full-time benefits package consisting of EARLY PAY OR EARNED WAGE ACCESS get paid before payday, medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!

The Director of Guest Experience is dedicated to creating exceptional and memorable guest experiences throughout every stage of the guest journey. As the Director of Guest Experience, you will provide strategic leadership, establish service excellence standards, develop high-performing teams, and collaborate across departments to enhance guest satisfaction, strengthen guest loyalty, and foster a culture of hospitality excellence.

Essential Job Functions:

• Establish, implement, and maintain guest experience and service excellence standards across all guest-facing departments and service channels, ensuring consistency throughout the resort.
• Provide visible leadership and operational oversight of the Guest Experience team, ensuring exceptional service throughout arrival, departure, concierge services, digital interactions, and the overall guest journey.
• Monitor guest satisfaction surveys, online reviews, guest feedback, and complaints to identify service trends, address recurring concerns, and implement corrective action plans that enhance the overall guest experience.
• Lead guest service recovery efforts by professionally resolving escalated concerns, coordinating timely resolutions, and ensuring accountability and follow-through across departments.
• Oversee VIP arrivals, personalized guest experiences, special amenities, and sensitive guest requests, ensuring attention to detail and exceptional hospitality.
• Inspire, train, coach, and develop Guest Experience managers and frontline team members in communication, conflict resolution, problem-solving, service recovery, and hospitality excellence.
• Oversee departmental onboarding, service standards training, and ongoing professional development initiatives to ensure consistent execution of resort expectations.
• Conduct regular service observations, quality assurance evaluations, and departmental performance reviews to identify improvement opportunities and implement measurable action plans.
• Foster strong working relationships with Operations, Housekeeping, Food and Beverage, Maintenance, Reservations, Dispatch, and other departments to eliminate service gaps and deliver seamless guest experiences.
• Establish, monitor, and evaluate key performance indicators, including guest satisfaction scores, service recovery effectiveness, response times, online reputation, and team performance.
• Analyze guest feedback and operational trends, translating findings into actionable strategies that improve service delivery, operational efficiency, and overall guest satisfaction.
• Represent the voice of the guest in executive leadership meetings and operational discussions, communicating guest experience trends, service concerns, performance results, and strategic recommendations.
• Champion a culture of hospitality excellence, professionalism, teamwork, and accountability, ensuring every guest interaction reflects the resort's commitment to exceptional service.

Hotel Specific:

• Lead guest satisfaction improvement initiatives, establishing measurable goals and collaborating with department leaders to achieve and sustain a guest satisfaction score of 85% or higher.
• Support service excellence and Forbes-inspired hospitality standards through regular service observations, team coaching, quality assurance assessments, and continuous improvement initiatives.

Qualifications:

Education:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field

Experience:

5–8 years of professional hospitality or guest service experience, including experience in a leadership or management capacity.

• Strong knowledge of hotel and resort operations, including Front Office, Rooms Division, Food and Beverage, Reservations, and guest services.
• Demonstrated ability to lead, coach, motivate, and develop high-performing teams while fostering a positive and service-oriented work environment.
• Proven experience managing escalated guest concerns, service recovery situations, and conflict resolution with professionalism and sound judgment.
• Strong analytical and problem-solving skills, including the ability to interpret guest satisfaction scores, online reviews, operational reports, and performance metrics.
• Experience developing and implementing service improvement initiatives, operational procedures, and guest experience standards.
• Excellent verbal and written communication skills, with the ability to collaborate effectively across departments and communicate with guests, team members, and executive leadership.
• Strong organizational skills, attention to detail, and the ability to prioritize multiple responsibilities in a fast-paced resort environment.
• Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel.

Spire Hospitality, LLC is an Equal Opportunity Employer, including disability and veterans