Global Head of Guest Experience

About This Role

About The Company Utopia is a forward-thinking global real estate development group dedicated to creating a distinctive portfolio of luxurious and high-end hospitality assets.

At Utopia, we’re building more than properties — we’re crafting extraordinary experiences. Founded in 2023, our in-house architectural firm, Utopia Design , is at the heart of our mission to create a global portfolio of luxurious, high-end hospitality destinations. As part of a growing real estate development group, Utopia Design brings bold vision and innovative thinking to every project we take on.

We’re a young, ambitious team driven by creativity, excellence, and the belief that great design transforms the way people live, travel, and connect. From concept to completion, we’re reimagining what luxury means in today’s world — and we’re just getting started.

If you're passionate about design, architecture, and shaping the future of global hospitality, we invite you to grow with us.

About The Role We are looking for a Global Head of Guest Experience to build and scale Utopia’s luxury guest experience across an international portfolio — from concept and pre-opening to stable operations. This role sits at the intersection of hospitality operations, guest journey design, and operational input into architectural/design decisions.

Responsibilities

• Own the end-to-end guest experience vision, service philosophy, and standards across the portfolio.
• Build scalable playbooks/SOPs and training frameworks; drive consistent adoption with property teams.
• Lead the Guest Experience workstream for pre-openings: service model, readiness planning, staffing approach, training, and vendor inputs.
• Partner with Design and Development to ensure layouts, guest flows, and BOH enable luxury service delivery and operational efficiency.
• Establish feedback loops (guest insights, audits, incident reviews) and continuously improve quality and consistency.
• Collaborate cross-functionally (Operations, Brand/Marketing, Finance, Tech) to deliver a premium, efficient hospitality product.

Requirements

• 5+ years in hotel operations leadership (e.g., Director of Operations, General Manager, Pre-Opening Manager, or similar).
• Strong understanding of HNWI/UHNW guest expectations and luxury service standards.
• Proven track record of building hospitality experience/operations from scratch (pre-opening, SOPs, training, quality routines).
• Ability to influence design decisions from an operational perspective (service flows, privacy, staffing efficiency, BOH logic).
• Strong leadership, stakeholder management, and communication skills.
• Fluent English and Spanish.

What We Offer

• A rare build-from-zero challenge: the opportunity to create a category-defining luxury guest experience benchmark — from philosophy to execution.
• High ownership & visibility: a portfolio-level role with real decision-making impact across multiple international assets.
• Freedom to craft the “Utopia Way”: develop a distinctive Guest Experience Philosophy, service principles, signature rituals, standards, and playbooks.
• Top-tier luxury focus: operate at HNWI/UHNW expectations and premium service standards.
• Competitive package: market-competitive compensation (details shared during the process).
• International exposure: frequent travel and hands-on involvement across openings and key projects.

By submitting this application, I agree that my personal data will be collected, processed, and retained by the company solely for the purposes of managing and assessing my candidacy.