About The Company Utopia is an ultra-luxury hospitality and lifestyle brand creating a global ecosystem of properties and experiences.
We develop private villa retreats in beautiful locations around the world, each with high-end service.
Utopia also offers a wider ecosystem of leisure experiences and services available both to those staying on property and to external visitors.
Utopia designs and builds its properties in-house.
Our team works across the full journey: from concept and architecture to construction, interiors, landscape, guest experience, and long-term operation.
For architects and designers, this means working on properties from the ground up, with the ability to influence how each place is planned, built, and experienced.
For hospitality professionals, it means joining a brand where service is personal, attentive, and built around each guest's stay.
We're a young, ambitious team with high standards and a hands-on approach.
We value strong ideas, practical thinking, attention to detail, and people who are ready to take responsibility for their part of the work.
If you're interested in architecture, design, hospitality, or guest experience, we invite you to grow with Utopia.
About The Role We are looking for a Global Head of Guest Experience to build and scale Utopia's luxury guest experience across an international portfolio — from concept and pre-opening to stable operations.
This role sits at the intersection of hospitality operations, guest journey design, and operational input into architectural/design decisions.
Responsibilities Own the end-to-end guest experience vision, service philosophy, and standards across the portfolio.
Build scalable playbooks/SOPs and training frameworks;
drive consistent adoption with property teams.
Lead the Guest Experience workstream for pre-openings: service model, readiness planning, staffing approach, training, and vendor inputs.
Partner with Design and Development to ensure layouts, guest flows, and BOH enable luxury service delivery and operational efficiency.
Establish feedback loops (guest insights, audits, incident reviews) and continuously improve quality and consistency.
Collaborate cross-functionally (Operations, Brand/Marketing, Finance, Tech) to deliver a premium, efficient hospitality product.
Requirements 5+ years in hotel operations leadership (e.G., Director of Operations, General Manager, Pre-Opening Manager, or similar).
Strong understanding of HNWI/UHNW guest expectations and luxury service standards.
Proven track record of building hospitality experience/operations from scratch (pre-opening, SOPs, training, quality routines).
Ability to influence design decisions from an operational perspective (service flows, privacy, staffing efficiency, BOH logic).
Strong leadership, stakeholder management, and communication skills.
Fluent English and Spanish.
What We Offer A rare build-from-zero challenge: the opportunity to create a category-defining luxury guest experience benchmark — from philosophy to execution.
High ownership & visibility: a portfolio-level role with real decision-making impact across multiple international assets.
Freedom to craft the "Utopia Way": develop a distinctive Guest Experience Philosophy, service principles, signature rituals, standards, and playbooks.
Top-tier luxury focus: operate at HNWI/UHNW expectations and premium service standards.
Competitive package: market-competitive compensation (details shared during the process).
International exposure: frequent travel and hands-on involvement across openings and key projects.
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