Director of Guest Experience
Here at Upper House Chengdu, we don't do ordinary things. We thrive on the different and the
exciting, and yes perhaps a little quirky and without doubt, fun. With a dynamic culture and an open door for your feedback, you're not just filling a role — you're owning it. We provide the training and the freedom for you to flourish, with leaders who support and encourage you. The
difference is you. Everyday is a fresh page in our collective story.
Ready to join us at Upper House Chengdu?
Upper House Chengdu celebrates Chengdu’s history and looks towards the future through
inspired modern design and art. Our House is hidden amongst the laneways of Taikoo Li Chengdu and set on former temple grounds, with 100 intimate rooms and 42 serviced apartments, heritage courtyards, landscaped terraces and a subterranean oasis. It’s an urban sanctuary that surprises and delights around
every corner.
Job Overview
This role leads a team to create unique and exceptional memories for our guests. We are committed to providing personalised and delightful services through anticipating and fulfilling our guests' needs. Those who are genuinely passionate about interacting with people, have an ability to establish connections with warmth and an engaging personality will enjoy this
role.
Key Responsibilities
Welcome to the core of what being a Director of Guest Experience is all about!
Here's the quick lowdown on what you'll do day-to-day:
-To implement departmental strategies and action plans in accordance with the hotel’s strategic and plans.
-To ensure all team members are aware of their KPIs to achieve and maintain good relationship amongst the team.
-Working together with team to improve and develop different plans, in agreement with the both General Manager/Hotel Manager/Executive Assistant Manager.
-To oversee Guest Experience operations in order to direct and coordinate activities to obtain optimum efficiency and economy of operations.
-To maximize full potential with a balanced focus on hotel mission, guests, employees and owners satisfaction.
-To plan all operational procedures, to plan and organize all recruitment, to grow Rooms revenue as well as to improve service quality.
-To manage the functioning of all team members,
facilities, sales and costs and put measures in place to maximize departmental
profits.
Requirements
Here's exactly what you need to excel in this role:
The Non-Negotiables (Must-Haves):
-A proven track record of creating exceptional guest experiences in luxury hospitality, with 8+ years of relevant leadership experience.
-Demonstrated ability to build, lead and develop high-performing teams, fostering a culture of trust, accountability and continuous growth through coaching and mentorship.
-A natural people person who builds genuine connections with guests, colleagues, and the community.
-Positive, energetic and approachable, with the ability to inspire those around them.
-Curious by nature, always looking for better ways to surprise, delight and elevate the guest journey.
-Creative, open-minded and unafraid to challenge convention when it leads to something extraordinary.
-Ambitious, self-motivated and passionate about continuous growth, both personally and professionally.
-An excellent communicator with strong written and verbal English skills.
-A genuine love of hospitality, creating memorable moments and leaving guests with stories worth sharing.
We've kept it short and sweet – just the essentials you'll need.
What We're Looking For: The Soul Behind the Skillset
Skills are teachable, but your spirit is what truly sets you apart. If you feel a connection with what we stand for, we're eager to meet you.
Adaptable Thinkers: You’re not just open to
change; you thrive on it. The dynamic nature of our environment energizes
you.
Feedback Enthusiasts: You value open communication
and aren’t afraid to give or receive feedback to help us all grow
together.
Passionate Pioneers: You bring more than skills;
you bring energy and zeal to make a difference every day, connecting with
a team that does the same.
Pause for a second before you hit 'apply.' Do these values align with your own? Is this the team you've been wanting to join? If your answer is a clear 'YES,' we're excited to get to know you better.
Benefits
For Every Member of Our Family:
-Be welcomed for the stylish you, if you got accessories, hair dyes or tattoos!
-Dine at our team dining hall and save on meals!
-Enjoy COMPLIMENTARY room nights at all of our hotels b’cause, who doesn’t love to travel?
-Join our wellness programme and healthy pantry to elevate your mental and physical wellbeing!
-Enjoy an annual, paid Well-being Leave, a day for you to look after yourself, be healthy and be
happy!
-Benefit from comprehensive medical and dental benefits, along with annual medical check-ups.
-Enjoy an appreciative & supportive culture that allows you to be your best self.
-Turn up in smart casual attires and be as comfortable as you can at work!
-Speak up & put your own ideas into actions. Think differently!
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