Director of Guest Experience

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.

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.

• →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.

• 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.

• 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.

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.