Guest Relations Director

Grow with us...

Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

As Guest Relations Director, you will lead the vision and execution of the guest experience journey, ensuring every interaction reflects our brand standards and commitment to exceptional hospitality. You will oversee and mentor our Guest Relations Manager, providing leadership, direction, and support to ensure the seamless delivery of personalized service and exceptional guest experiences across the hotel.

As a key member of the Rooms leadership team, you will champion a culture of hospitality excellence, oversee our Redwoods (VIPs), and collaborate closely with operational leaders to drive guest satisfaction, reputation performance, and service excellence. Leveraging guest insights, feedback, and market trends, you will continuously enhance the guest journey, elevate service standards, and foster long-term guest loyalty. Your ability to build relationships, influence cross-functional teams, and anticipate guest needs will be instrumental in delivering memorable and meaningful experiences.

About You...

• Proven experience in a senior Guest Relations, Rooms Division or Front Office role.
• Previous experience within a luxury or lifestyle hotel brand is highly desirable.
• Demonstrated success in leading guest experience initiatives and driving guest satisfaction performance.
• Strong leadership, coaching, and people development skills, with experience managing and developing leaders and high-performing teams.
• Strategic thinker with a passion for hospitality, service innovation, and continuous improvement.
• Highly organized and commercially aware, with the ability to balance guest expectations, operational priorities, and business objectives.
• Comfortable leveraging guest feedback, data, and technology to identify trends and drive meaningful action.
• Adaptable and solutions-oriented, thriving in a dynamic, fast-paced luxury environment.
• Comfortable handling VIPs and other guests with high demands.
• Exceptional communication and relationship-building skills, with confidence engaging stakeholders, and ownership representatives.
• Flexible and responsive to the demands of a 24-hour luxury operation.

About us...

As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.