Director of Guest Experience

Description

The Director of Guest Experience at Hotel Trinity, along with their team, owns the guest journey from start to finish. This leader will lead their team in setting the tone from the moment a guest books their reservation to the moment they depart. They are not just supporting the experience, they are creating it, shaping how the hotel feels at every touchpoint and ensuring each stay feels personal, effortless, and memorable. This is the team that brings energy to the arrival, keeps the rhythm of the stay, and turns everyday interactions into a memorable stay.

More than anything, this role is what makes Hotel Trinity different. In a city full of great hotels, this leader will lead their team in curating each stay so no two experiences feel the same. They will have the freedom to be creative, elevate key moments, and build something guests talk about and come back for. When executed well, the hotel feels alive, connected, and intentional, and that is what will set us apart and define our success.

Hotel Trinity: launching late 2026 as the only Marriott Autograph Collection Hotel in downtown Austin, this 258-room luxury boutique hotel is Austin’s finest private hideaway. Featuring a guest-only rooftop pool, world-class hospitality amenities with residential appointments and the city’s most sought-after high-end seafood restaurant and oyster bar, it’s the perfect place to work, play and stay out of the fray.

What You’ll Do

• Develop and oversee strategies that enhance guest satisfaction across all touchpoints by elevating ordinary interactions into unforgettable experiences (Front Office, Housekeeping, Food & Beverage, Spa, and other outlets).
• Partner with hotel leadership to embed a culture of hospitality that drives loyalty and enables premium pricing for our services
• Monitor guest feedback channels (GSS, social media, brand reviews, surveys) to measure the effectiveness of personalization strategies in building loyalty and increasing guest spend.
• Lead training, coaching, and recognition programs that empower associates and leaders to consistently create meaningful guest connections.
• Collaborate with Operations, Sales, Revenue, and F&B teams to design and activate experiences that enhance leisure, business, and group stays.
• Create and track guest experience KPIs; share insights and recommendations with Regional and senior leadership.
• Ensure guest experience initiatives deliver measurable ROI through enhanced loyalty and total spend.
• Act as a visible ambassador for the property, engaging with guests and modeling authentic experiential hospitality that inspires human connection.

What You’ll Bring

• Previous leadership experience, preferably in a full-service hotel environment.
• Strong communication and problem-solving skills with a focus on guest and associate satisfaction.
• Ability to develop and motivate teams while managing multiple operational priorities.
• Experience with hotel systems (PMS, POS) and strong understanding of hotel procedures.
• Proven ability to drive performance results and uphold hospitality standards.

What You Can Look Forward To

• Day 1 Medical, Dental and Vision insurance
• Paid Parental Leave
• Vacation/Paid Time Off (PTO) with rollover
• 401(k) with company match
• Complimentary wellness tools
• Unlimited referral bonuses
• Leadership development opportunities
• Tuition reimbursement
• Discounts on hotel rooms, dining, and other travel/entertainment experiences
• Multiple hotels in each market = more opportunities

White Lodging is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all associates.

Additional Information: This hotel is owned and operated by an independent franchisee. The franchisee is a separate company and a separate employer from Marriott International, Inc. and its subsidiary companies (collectively, “Marriott”). The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, termination, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you apply for this position, Marriott will have no involvement in the selection process. Your application information will not be provided to or accessible by Marriott. If you accept a position at this hotel, you will be employed by a franchisee, not Marriott.