Director of Guest Experience
Civana Wellness Resort & Spa
Job Description
Job Description
CIVANA’s mission is to inspire mindfully, measurably greater wellness in all who crave it. The CIVANA model is shaped by a wellness philosophy that serves everyone: happiness first, healthiness always. This is delivered via a curated wellness program that focuses on connecting mental, physical, emotional and spiritual needs, providing guests with tools they can take with them wherever they go, and build upon each time they return.
ACCOLADES
• 2026 Newsweek’s World’s Most Extraordinary Spas
• 2026 The Zoe Report Readers’ Choice Awards: #5 Best U.S. Yoga Retreat
• 2025, 2024, 2023, 2022, 2021, 2020 Travel & Leisure World's Best Award - Top 10 Destination Spa
• 2025, 2024, 2023, 2022, 2021, 2020, 2019 USA Today Readers' Choice Award - Top 10 Best Spa Resort
• 2025, 2024, 2023, 2022, 2021, 2020 Conde Nast Traveler Reader's Choice Award - Top Destination Spa in the US
• 2025, 2024, 2023 TripAdvisor Traveler's Choice Award
• 2025, 2024, 2023, 2022 U.S. News & World Report - Best Hotels in the US
• 2024 Oprah Daily Hotel O-Wards - Top Wellness Resort to Find 2024 Your (Higher) Purpose
• 2024 Reader’s Digest - 20 Best Wellness Retreats to Help You Relax and Recharge
• 2024, 2023, 2022 OpenTable Diners' Choice Award
• 2023 Women’s Health Travel Awards - Best Yoga Retreat in the World
• 2023 Men’s Health Travel Awards - Top Relaxation Destination
• AAA Four Diamond Rating
• AAA Inspector’s Best of Housekeeping Award
WHY YOU’LL LOVE WORKING AT CIVANA
• Affordable health insurance starting the 1st of the month following hire date
• Complimentary shift meal
• Complimentary access to wellness classes & programming
• Generous Team Member & Friends & Family Resort rates and discounts
• 401K Retirement Plan with Matching
Director of Guest Experience will oversee all guest journey touchpoints including arrival, visit, housekeeping, departure, and post departure. They will lead the rooms team to provide high-level customer service and exceptional hospitality to guests, handling client issues and concerns in a positive and timely manner creating a seamless and memorable service experience, from arrival to departure. They will work to direct, plan, organize and coordinate the activities of all Front Office operational areas to include: Guest Experience and Satisfaction, Guest Registration, Service Recovery, Transportation, housekeeping and Bell Staff.
Responsibilities and Duties
• Oversee and ensure delivery of CIVANA brand standards in Arrival, Departure, housekeeping and Transportation services
• Lead, manage, and hold accountable (LMA) the Rooms and Transportation teams to achieve operational excellence
• Develop and execute training programs to ensure brand compliance across all touchpoints
• Conduct regular audits to maintain consistency in service delivery
• Own the guest feedback loop, including follow-up and resolution to ensure guest satisfaction and continuous improvement
• Manage the Rooms and Transportation departmental P&L to achieve financial targets
• Collaborate cross-functionally with other departments to ensure a seamless guest journey
• Implement and refine operational procedures that enhance the guest experience while maintaining efficiency
• Support strategic planning for the Rooms division, including resource planning and capital improvements
• Serve as Manager on Duty as assigned
• Ensure all public areas are elevated and maintained to brand standards
• Become Resort expert. Ensure accurate communication of information to guests regarding resort services, facilities and operating hours, as well as provision of appropriate collateral materials to guests as needed
• Execute and manage special projects and perform other duties as assigned by Resort Manager
• Maintain brand standards for excellent telephone, email/digital and in-person communication skills including timeliness of answering, message taking/retrieval, handling Do Not Disturb requests, discretion and guest confidentiality issues, etc.
Requirements
• 5+ years of progressive leadership experience in Rooms Division or related hospitality operations
• Proven ability to lead high-performing teams and deliver exceptional guest service
• Strong knowledge of reservation systems, front office procedures, and guest service best practices
• Experience managing departmental financials, including budgeting and forecasting
• Excellent communication, organizational, and problem-solving skills
• Strong training, auditing, and quality assurance background
• Passion for wellness, hospitality, and delivering transformative guest experiences
• Previous resort or luxury hotel experience preferred
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