Director, Quality, Guest and Brand Experience
Skills
About This Role
Overview
( 19814 )
At Kerzner, we never settle.
Through continued innovation, our team of pioneers push until the next level is achieved, and then to keep going.
Our philosophy is simple - we go above and beyond to Blow Away our Guest and Colleagues.
Good enough never is.
For us, it is all about perfection and innovation.
This is not simply our job, it’s our passion.
Our Colleagues are at the heart of who we are and what we do.
With an international team of over 10,000 Colleagues and strong strategic growth on the horizon, we offer unrivalled career opportunities around the world.
We are committed to provide our Colleagues at all levels with opportunities to grow and develop within the organisation through personalised development plans and tailored succession planning.
We invest in our communities to sustain the environment where we operate and minimising our own footprint.
Whether it is through animal conservation, education or tree-planting, we like to give back in as many ways as we can to help our communities flourish.
The Director, Quality, Guest and Brand Experience supports the definition and implementation of ultra-luxury service standards across all properties within Kerzner International's portfolio. This position ensures that all brands maintain their reputation as premier luxury hospitality destinations by supporting quality assurance initiatives, guest experience innovation, and brand consistency programs while collaborating with operational teams, marketing, and Kerzner Corporate to enhance service excellence and drive guest satisfaction.
The role assists in establishing and maintaining Forbes Five-Star, LQA, and ultra-luxury service benchmarks while supporting guest personalization initiatives through technology, AI, and data insights to create tailored luxury experiences.
The position works closely with property teams and corporate functions to ensure seamless integration of cultural authenticity, sustainability, and luxury personalization across all guest touchpoints throughout Kerzner's global portfolio including Atlantis, One&Only, SIRO, and Rare Finds properties.
Key Responsibilities
- Support development and implementation of global brand and service standards ensuring consistency across all properties and brands
- Assist in establishing and maintaining Forbes Five-Star, LQA, and ultra-luxury service benchmarks through quality assurance programs
- Support mystery guest program coordination, internal audits, and brand compliance assessments across all brand properties
- Ensure seamless integration of cultural authenticity, sustainability, and luxury personalization in all guest touchpoints
- Assist in driving guest personalization initiatives leveraging technology, AI, and data insights to tailor luxury experiences
- Support development of VIP and UHNW guest programs ensuring world-class butler, concierge, and private hosting services
- Coordinate Signature Experiences ensuring curated, exclusive offerings tailored to each location and brand positioning
- Collaborate with marketing teams to integrate guest experience storytelling into brand messaging and positioning
- Work with HR and training teams to embed service culture across all properties through comprehensive programs
- Support training initiatives for Forbes Five-Star, LQA, and high-touch guest engagement standards
- Coordinate property-based performance improvement programs using guest feedback and satisfaction scores to drive excellence
- Assist in room operations, housekeeping, and VIP arrival experience development that align with ultra-luxury brand promises
- Support guest recognition program implementation ensuring tailored services based on past stays and preferences
- Coordinate innovation in digital concierge, smart room personalization, and pre-arrival guest engagement systems
- Support guest-facing F&B experience programs ensuring luxury service execution in all dining outlets
- Assist in wellness experience development integrating spa, fitness, and longevity programs across applicable brands
- Monitor and analyze guest satisfaction data, online reviews, and customer insights for continuous improvement
- Support real-time feedback system implementation to proactively enhance guest experience and service delivery
- Assist in property benchmarking framework implementation ensuring alignment across multiple properties while allowing brand differentiation
- Support guest journey mapping methodologies to create seamless, emotionally engaging experiences
- Coordinate sustainability embedding into luxury guest experience from eco-conscious design to sustainable amenities
- Work closely with General Managers and property leadership teams to embed luxury service standards
- Support collaboration with Kerzner Corporate, Marketing, and Digital teams to enhance brand positioning
Skills, Experience & Educational Requirements
- 8-10 years in luxury hospitality operations, brand management, or guest experience roles
- Proven experience in brand experience development, quality assurance, and service innovation within luxury hospitality
- Knowledge of Forbes Five-Star, LQA, and ultra-luxury guest experience standards and implementation
- Understanding of guest satisfaction metrics, personalization, and VIP client relationship management
- Our company is expanding faster than ever before.
- We are investing in the growth of our company, and that means we are committed to investing in you.
- Join a team that is open-hearted, innovative, inclusive, and inspiring in spirit.
- We believe in making our guests happy beyond anything they have ever imagined.
- We wow them at every turn and create memories that will last a lifetime.
- You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
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