Guest Experience Director

Location: Four Seasons Rabat

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

This incredible hotel project located in the capital of Morocco sits on 15 acres and consists of 13 buildings for accommodation, restaurants, lobby, located within lush gardens, in and outdoor pools and overlooking the Atlantic Ocean.

Director of Guest Experience – Four Seasons Hotel Rabat Kasr Al Bahr, Morocco.

About Four Seasons Hotels and Resorts:

Four Seasons Hotels and Resorts is a global, luxury hospitality company. We manage over 100 hotels and resorts and 44 private residences in 45 countries around the world and growing. At Four Seasons, we are powered by people and our culture enables everything we do.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About Four Seasons Hotel Rabat Kasr Al Bahr, Morocco:

This incredible hotel project located in the capital of Morocco sits on 15 acres and consists of 13 buildings for accommodation, restaurants, lobby, located within lush gardens, indoor and outdoor pools and overlooking the Atlantic Ocean.

The Role of Director of Guest Experience:

We currently have an opportunity for a Director of Guest Experience to join our Four Seasons Hotel Rabat Kasr Al Bahr team in Morocco.

Reporting to the Hotel Manager, the Director of Guest Experience is responsible for shaping and delivering a seamless, personalized, and memorable guest journey across the property. This role serves as the champion of guest experience excellence, ensuring exceptional service delivery, meaningful guest engagement, and flawless coordination throughout every stage of the guest stay.

The Director of Guest Experience oversees VIP and Elite guest experiences, Concierge operations, destination experiences, cultural programming, boutique partnerships, and guest engagement initiatives. Working closely with Rooms, Food & Beverage, Engineering, Spa, Recreation, Security, Retail Partners, and People & Culture teams, this position ensures that every guest interaction reflects the highest standards of luxury hospitality and personalized service.

Responsibilities include developing innovative guest experience programs, overseeing Concierge and destination services, curating bespoke experiences, leading service recovery efforts, managing guest recognition programs, supporting Kids For All Seasons operations, and driving continuous improvement through guest feedback, analytics, and satisfaction metrics. The Director of Guest Experience also plays a key role in building partnerships with local artists, cultural institutions, luxury retailers, and experiential providers to create authentic and memorable experiences that connect guests to the destination.

Our Ideal Director of Guest Experience Candidate Will Have:

Candidates should have significant leadership experience within luxury hospitality, guest relations, concierge operations, rooms division, or guest experience management.

The ideal candidate is a strategic, highly guest-focused leader with a passion for creating exceptional and personalized experiences. You possess outstanding emotional intelligence, relationship-building abilities, and communication skills, with a proven track record of leading diverse teams and delivering exceptional levels of guest satisfaction.

Experience managing VIP and luxury guest experiences, concierge services, cultural programming, destination experiences, service recovery, and guest engagement initiatives is highly desirable. Strong analytical skills and the ability to interpret guest feedback, satisfaction metrics, and operational data to drive continuous improvement are essential.

The successful candidate will demonstrate exceptional leadership capabilities, commercial awareness, creativity, and the ability to influence and collaborate effectively across multiple departments. Experience with hotel systems, guest experience platforms, and Opera PMS is preferred.

Fluency in English is required. Fluency in French and Arabic is highly preferred for this location, along with eligibility to work in Morocco.

Four Seasons Hotels and Resorts can offer what many hospitality professionals dream of: the opportunity to build a lifelong career with global potential and a real sense of pride in work well done. We look for talent who share the Golden Rule, people who, by nature, believe in treating others as we would have them treat us. As Four Seasons continues its growth, our most valuable partners remain our employees, with whom we have a strong relationship built on respect, trust, and excellence. This commitment has earned Four Seasons worldwide recognition as an employer of choice.