Head of Island Guest Experience (Private Island)

Buck Island, Buck Island, BVI, Virgin Islands

Full Time

Experienced

Location: The Aerial, BVI (Private Island)
Residence: Tortola, British Virgin Islands (staff housing optional)
Employment Type: Full-Time | 12-Month Contract (Renewable)

Heal. Elevate. Transform.

This is leadership of the entire guest experience on a private island built for transformation.

The Aerial, BVI is a purpose-driven luxury wellness resort designed to help guests heal deeply, elevate their lives, and leave transformed. Every detail matters. Every promise must be kept. Every guest must feel profoundly cared for.

We are seeking a Head of Island Guest Experience who thrives on ownership, calm excellence under pressure, and delivering experiences so thoughtful they feel almost intuitive.

This role is for someone who doesn’t wait to be told what to do—because they already see what needs to be done.

Who This Role Is For

You are:

A high-urgency, high-ownership problem solver who loves responsibility
Calm, grounded, and emotionally steady - even when things get intense
Deeply aligned with wellness as a lifestyle, not a trend
Someone who naturally says “I’ve got this” - and means it
Energized by over-delivering and creating “wow” moments, guests didn’t even know to ask for

You understand that Aerial’s luxury is not about excess, it’s about attentiveness, follow-through, and presence.

Your Mission

You are the ultimate steward of the guest experience, from the moment a guest books to long after they depart.

You ensure:

Every promise made is a promise kept
Every note is read, honored, and executed
Every guest feels deeply seen, supported, and cared for
Guests can’t wait to come back!

You are the connective tissue between reservations, operations, events, wellness, and hospitality, ensuring nothing falls through the cracks.

Key Responsibilities

Guest Experience Leadership

Own the end-to-end guest journey with precision, warmth, and excellence
Serve as the primary point of contact for guest needs before, during, and after their stay
Curate highly personalized, wellness-forward experiences aligned with each guest’s intentions
Anticipate needs before they arise and resolve issues before they escalate

Operational Excellence & Accountability

Read and execute OPERA notes religiously—details matter here
Ensure commitments made by the reservations team are fully delivered on-island
Hold internal teams accountable for follow-through with professionalism and clarity
Maintain impeccable guest profiles to enhance future stays

Communication & Presence

Communicate clearly, calmly, and effectively across departments
Be reachable for true guest-critical moments (not 24/7, but when it matters most)
Represent The Aerial brand with grace, confidence, and consistency

Brand Stewardship

Understand the heart, language, and mission of The Aerial
Speak about the resort beautifully and authentically and aligned
Naturally reinforce the ethos: Heal. Elevate. Transform.

What We’re Looking For

Non-Negotiables

Absolute ownership mentality
Emotionally steady under pressure
Detail-obsessed with follow-through
Takes pride in over-delivering
Comfortable leading without micromanagement

Experience & Skills

Experience in luxury hospitality, concierge, guest experience, or boutique resorts
Comfort working with reservation systems (OPERA experience a strong plus, not required)
Exceptional interpersonal communication and emotional intelligence
Strong organizational and prioritization skills

Lifestyle Alignment

Wellness is a core identity, not a buzzword
You value presence, intention, and meaningful human connection
You are excited to live and work in the British Virgin Islands

Living & Logistics

Role is based in the British Virgin Islands, residing on Tortola
Staff housing available, or option to secure private accommodation
Transportation to/from Buck Island provided

Why This Role Is Special

Work in one of the most unique hospitality environments in the world
Be part of a mission-driven team redefining luxury through wellness and transformation
Lead experiences that genuinely change people’s lives
Grow with a globally recognized private island brand

This is a role for someone who wants their work to matter!

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Tell us about a time when something went wrong for a guest that was not technically your responsibility. What did you do and what was the outcome?
Short answer or paragraph
Purpose: Filters for ownership mentality vs “not my job” mindse*

On a scale of 1 to 10, how comfortable are you being fully accountable for a guest’s entire experience, even when multiple departments are involved? Explain your answer.*

Describe the most emotionally intense guest situation you have handled. How did you stay calm and what steps did you take to resolve it?
Paragraph
Purpose: Identifies emotional steadiness under pressure*

When you feel overwhelmed or stressed, what personal practices do you use to stay grounded and effective?*

In your own words, what does “luxury” mean in a guest experience environment like a private island or boutique resort?*

Give an example of a detail you noticed that others missed, and how it changed a guest’s experience.*

Tell us about a time you anticipated a problem before it happened. What signals did you notice and what actions did you take?*

How do you hold team members accountable without creating tension or defensiveness?*

Describe your experience with reservation systems, guest profiles, or operational notes. How do you ensure nothing gets missed?*

Why does living and working in the British Virgin Islands appeal to you personally, not just professionally?*

Wellness is central to our guest experience. How does wellness show up in your daily life right now?*

This role requires being the final point of responsibility for guest satisfaction. Why should we trust you with that level of ownership?*

This role requires being the final point of responsibility for guest satisfaction. Why should we trust you with that level of ownership? Yes, I understand this is part of leadership on a private islandNo, I prefer strict working hours

Human Check*

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