About the Property
Our client is an award-winning, nature-immersive luxury retreat in the Chattanooga, TN area, known for highly personalized guest experiences and an exceptional guest reputation. The company is in a strong growth phase, expanding from its flagship property into a multi-property portfolio, and the systems built here will become the operating standard for future locations.

The Role
The Director of Guest Experience owns the complete guest journey, from booking through post-stay follow-up. This is a hands-on leadership seat with direct accountability across experience setup, guest-facing hosts, guest communications, spa, housekeeping, and maintenance. The ideal leader designs the full stay, decides which moments matter most, and builds service systems that teams execute consistently whether or not the leader is on property.

Responsibilities

• Own the guest journey end to end: pre-arrival, arrival, in-stay, departure, and a structured post-stay follow-up cadence
• Lead the experience setup, host, and guest communications teams and set the service standard for all three
• Deliver signature guest moments consistently at full occupancy
• Own all guest communications and the systems that send them
• Handle service recovery, including root-cause fixes that prevent repeat issues
• Turn reviews, surveys, and service data into weekly operational improvements
• Own guest data within the company's proprietary, AI-enabled operations platform
• Drive rebooking, loyalty, and enhancement/upsell revenue through experience design

What They're Looking For

• Has designed and built a service system (workflows, SOPs, or communication sequences) from scratch and can show measurable results
• Has held a quality standard across a team they did not personally supervise every shift
• Uses AI tools daily and can point to something concrete it helped them build
• No degree or minimum years required; the client values demonstrated results and is open to nonlinear backgrounds

Compensation
Base salary of $100K with on-target earnings of $135K to $170K. Full-time, on-site.