Director of Guest Experience | Luxury Retreat
Gecko Hospitality
Listing collected from Gecko Hospitality's career site. NextChapter is independent of Gecko Hospitality.
Whitwell, TN · Posted November 11, 2026
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How AI is used in this kind of work
Among personal service managers, all other, AI is already used for some of the tasks. Measured exposure for personal service managers, all other: 12% (some).
Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.
About the job
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.