Guest Experience Director

Company Description

tulh Clinical Wellness is a sanctuary where ancient wisdom meets modern science to redefine healing and well-being. Founded in Kerala, the birthplace of Ayurveda, tulh offers a holistic approach to care, integrating advanced diagnostics such as genomics and microbiome mapping with practices like yoga, Ayurveda, Vedanta, sound healing, and regenerative medicine. Our state-of-the-art facilities include advanced medical suites and unique features like the worlds largest sound healing dome, the Sonorium, and gardens inspired by the Hortus Malabaricus. Every aspect of the experience is designed to promote systemic healing through sustainability and holistic care. With tulh Tech and post-care programs, individuals receive continued guidance beyond their stay, ensuring healing becomes a lifelong journey.

Location: On-site (sanctuary-based leadership essential)

Search Objective

Tulh is seeking a Guest Experience Director to own and elevate the full end-to-end guest journey from first contact through long-term alumni relationship.

This is a foundational leadership role responsible for safeguarding the emotional and experiential heart of the brand, while ensuring consistency, coherence, and excellence across hospitality, wellness, clinical, and experiential touchpoints.

The Candidate We Are Seeking

We are not looking for a traditional hotel operations leader.

The right candidate:

• Is an experience designer and orchestrator
• Understands the sensitivities of wellness and medical environments
• Leads with empathy, presence, and clarity
• Can translate brand philosophy into lived experience
• Is comfortable operating in complexity and ambiguity

Ideal Backgrounds to Target

Search firms should prioritise candidates from:

• Senior guest experience, hospitality, or retreat leadership roles within:
• Luxury wellness or medical wellness destinations
• High-end retreats or sanctuaries
• Boutique luxury hospitality brands with strong service philosophies
• Cultural or member-based experiential environments
• Candidates who have:
• Designed guest journeys end-to-end
• Curated experiential programming or rituals
• Led guest-facing teams
• Worked closely with clinical or wellness professionals

Strong pluses:

• Experience in wellness, integrative health, or care-led environments
• Exposure to UHNW guests
• Founder-led or values-driven organisations

Profiles to Avoid

Please do not present candidates who are:

• Traditional hotel operations managers focused on SOPs alone
• Back-of-house operational leaders with limited guest-facing experience
• Transactional service managers
• Candidates uncomfortable with emotional labour or guest vulnerability
• Individuals who default to luxury theatre rather than meaningful care

What Will Distinguish the Best Candidates

• Exceptional emotional intelligence and presence
• Strong aesthetic and experiential judgement
• Ability to articulate and uphold service philosophy
• Calm authority and discretion
• Ability to hold boundaries between promise and delivery

What Success Looks Like (1218 Months)

• Consistently high guest satisfaction and NPS
• Strong referral and repeat guest rates
• Clear, embedded guest experience standards
• Seamless cross-departmental collaboration
• A sanctuary experience that feels coherent, intentional, and deeply cared for

Why This Role Is Compelling

• Opportunity to shape the emotional soul of a category-defining brand
• Real influence over how the sanctuary feels, not just how it runs
• Close collaboration with founders and leadership
• Purpose-driven environment focused on transformation and care
• Rare chance to build something meaningful from the ground up