About Us
HEI manages an unparalleled portfolio of leading full-service branded hotels and luxury and lifestyle independent hotels across the U.S. We are the acknowledged experts on upper-upscale, luxury, and premium select-serve hotels in urban, super-suburban, and destination locations. At HEI, we recognize that our enormous success is solely the result of our greatest asset: Our People. Where people work is a choice. Against that choice, our greatest obligation is to ensure day in and day out that our associates have the compensation and benefits they deserve and industry-leading tools, training, and support that they need to excel. At HEI, simply said, we honor the privilege of our associates choosing us by investing in and making them more valuable.
Overview
The Corporate Director of Luxury will be responsible for providing strategic leadership to hotels within the luxury segment across HEI Hotels and Resorts’ portfolio. This position will work directly with the hotel executive team to elevate all areas of the guest experience. The Director of Luxury will be instrumental in developing HEI’s strategy for success and expansion within the luxury segment. Frequent travel required.
Responsibilities
- Support HEI’s portfolio of luxury hotels to elevate all areas of the guest experience. Provide Forbes service training to associates across the luxury portfolio.
- Conduct quality assurance audits at identified hotels to ensure compliance with luxury standards.
- Track guest satisfaction surveys and maximize usage of the guest response tracking system to understand where ongoing issues may exist at the hotel.
- Plan and conduct meetings with department managers to review performance trends and to develop appropriate action plans to mitigate occurrences.
- Implement luxury intelligence strategies into hotel operational plans. Monitor market intelligence, competitive set performance and identify opportunities for improvement.
- Develop Key Performance Indicators for each luxury hotel within the portfolio to monitor the effectiveness of training and deployed initiatives.
- Participate in the interview and onboarding process for identified positions within the luxury portfolio.
- Partner with identified HEI Corporate stakeholders across Operations, Sales, Marketing, Revenue Management, Finance, and HR. This position will also partner with the respective luxury brand leaders across Marriott and other identified brands.
- Participate in the initial pitch and underwriting process for potential development within the luxury segment for HEI’s portfolio.
- Perform any other job-related duties as assigned.
Qualifications
- Minimum of 10 years of experience in a luxury hotel environment demonstrating progressive career growth required.
- Prior experience in a training or quality assurance role with a luxury hotel brand is ideal.
- Must have a deep understanding of trends and guest preferences within the luxury segment.
- Must have experience working with luxury market insights and key luxury travel guides such as Forbes, Conde Nast, and Travel and Leisure.
- Ability to motivate and train teams with diverse backgrounds to achieve the end result of superior guest satisfaction.
- Demonstrated ability to influence all levels of an organization with their presence and business acumen.
- Strong analytical skills with the ability to resourcefully problem solve.
- Highly capable of determining market positioning or repositioning for assets in various geographic locations within the luxury segment.
- Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public, etc.
- Travel required 75%+ or more.
Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental, and financial wellness, creating value in your most important investment - you! For your physical and mental wellness, we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick, and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal, and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'You Decide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.
Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.
HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.
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