Top 10 Director of Guest Experience - 2025

As a Director of Guest Experience with more than 14 years in hospitality, Felipe Reyes Deeney is passionate about creating memorable guest interactions. He specializes in strategic guest journey mapping, team leadership, and operational optimization to deliver exceptional service. Mr. Reyes Deeney’s collaborative leadership style empowers teams to innovate and excel. Formerly Director of VIP Services at Caruso LLC, he crafted bespoke experiences for high-profile clients.

Mary Beth Coats began her hospitality career in 2013 as a front desk agent, where she discovered a passion for creating guest experiences that go beyond the basics of a hotel stay. When her mother was diagnosed with cancer and traveled for chemotherapy treatments, Mary Beth made a personal commitment to treat every guest with the same care and compassion she hoped her mother received during her journeys. Over the years, she advanced through guest services and operations roles, building a reputation for connecting with travelers, leading teams, and delivering hospitality with heart.

Alex Tavernini is an accomplished professional in Hotel Innovation and Guest Experience, currently serving as Senior Director at Norwegian Cruise Line Holdings Ltd. Specializing in Guest Technology and Innovation, Alex brings a strong background in Shipboard Applications and Digital Signage. His expertise provides valuable insights and leadership to his team, driving advancements in guest experience across the organization.

Beth Benadum is a seasoned operations leader in the role of the Director of Guest, Employee and IT Service Centers at Chipotle Mexican Grill in Dublin, Ohio. With extensive experience in customer service, operations management and leadership roles across various industries, Beth excels in fostering community involvement and driving impactful corporate social responsibility initiatives within the hospitality industry.

Corie Scarpaci-Tutaj is an accomplished Human Resources leader with extensive experience in organizational development and employee engagement. As the Director of Guest Experience at Hyatt Hotels Corporation, she actively partners with the local Room to Read organization in Zurich to organize successful fundraising events. Corie is highly skilled at fostering community involvement and leading impactful corporate social responsibility initiatives within the hospitality industry.

Sean Sanders is a Producer for Good Morning America, where he contributes to the show’s dynamic storytelling. Bringing a strong background in multimedia journalism and holding a Master’s degree from the Craig Newmark Graduate School of Journalism at CUNY, Sean excels in content creation, editing and live broadcast production.

Doug Dolsen is the Director of Guest and Team Member Travel at Caesars Entertainment, where he oversees complex travel programs spanning more than 45 U.S. gaming locations and properties in the U.K. With extensive experience in the travel industry, Doug specializes in corporate travel management, supplier negotiations and building strategic partnerships.

Rob Mitchell is a professional in the hospitality industry, currently serving at IHG Hotels & Resorts in Atlanta. With extensive experience in hotel operations and guest services, Rob specializes in enhancing customer experiences and driving operational excellence. His expertise includes team leadership, strategic planning and service optimization.

Ezinne Nwaogu is the Director of Guest Services at Madison Square Garden Entertainment Corp. in New York. With extensive experience in guest experience management, Ezinne excels in enhancing customer satisfaction, event operations and team leadership. Her expertise includes fostering inclusive environments and delivering exceptional service across various entertainment venues.

Felicia Lindquist, MBA, is Director of Guest Experience at Bellagio and Park MGM, part of MGM Resorts International. With 15+ years in hospitality leadership, she excels in strategy, operations, and transformation, delivering exceptional guest satisfaction and record-setting customer loyalty. In an exclusive interview with Hospitality Business Review, Lindquist shared her perspective on how personalized service, cross-team collaboration, and attentive guest listening drive exceptional experiences in hospitality.