Guest Experience & Quality Manager

Job details

Job overview

AccorHotel is recruiting a Guest Experience & Quality Manager in Dubai, United Arab Emirates. Official vacancy REF120938T is a management appointment within Analyst, with responsibility drawn from the employer's active job description.

Role purpose: As Guest Experience Manager & Quality Manager, you will be the subject expert for various projects to further improve Quality scores and Brand Standard Audit results and guest experience in Fairmont The Palm.

Management responsibilities: As Guest Experience Manager & Quality Manager, you will be the subject expert for various projects to further improve Quality scores and Brand Standard Audit results and guest experience in Fairmont The Palm.; You will be reporting to the Hotel Manager and you will aim to attain the highest standards of service excellence in accordance with the company guidelines.; Practice and adhere to brand standards to enhance customer service; Conduct regular assessments on the operational service standards through quality audit tools such as iAuditor to ensure a constant monitoring of staff performance and service gaps; Develop a statistical analysis of data collected from different review platforms and service touch points (such as Royal Service), and conduct monthly Quality meeting with Department Heads to discuss improvement opportunities; “Keeper” of service standards for the property, translating them in to service flow, steps of service, and identifying gaps in the customer journey; Be the liaison between LQA and the property, analyzing data and formulating action plans with each department after each audit; Assume responsibility for increasing hotel’s Reputation Performance Score; Drive the Quality committee; Drive the TripAdvisor project, motivate the team to get more reviews, share ideas on how to improve the TripAdvisor ranking; Respond to guest reviews for all business units on the following platforms: TripAdvisor, TrustYou, Booking.com, Google; Support and work with the Department Heads in the definition and continuous updating of SOPs and review of SOPs’ effectiveness

Candidate requirements: Job qualifications ; Previous experience in a similar role, preferably within a luxury hotel.; Excellent communication and interpersonal skills, with the ability to engage confidently with guests and colleagues at all levels.; Strong guest service orientation, with a genuine passion for creating memorable and personalized guest experiences.; Strong leadership and team management skills, with the ability to motivate, coach, and develop the guest experience team.; Excellent problem-solving and complaint-handling skills, with the ability to manage challenging situations professionally and effectively.; Strong organizational and attention-to-detail skills, with the ability to manage multiple priorities while maintaining high service standards.;

Workplace and engagement: Part Time, onsite, based in Dubai, United Arab Emirates. Official employer vacancy REF120938T.

Responsibilities

• As Guest Experience Manager & Quality Manager, you will be the subject expert for various projects to further improve Quality scores and Brand Standard Audit results and guest experience in Fairmont The Palm.
• You will be reporting to the Hotel Manager and you will aim to attain the highest standards of service excellence in accordance with the company guidelines.
• Practice and adhere to brand standards to enhance customer service
• Conduct regular assessments on the operational service standards through quality audit tools such as iAuditor to ensure a constant monitoring of staff performance and service gaps
• Develop a statistical analysis of data collected from different review platforms and service touch points (such as Royal Service), and conduct monthly Quality meeting with Department Heads to discuss improvement opportunities
• “Keeper” of service standards for the property, translating them in to service flow, steps of service, and identifying gaps in the customer journey
• Be the liaison between LQA and the property, analyzing data and formulating action plans with each department after each audit
• Assume responsibility for increasing hotel’s Reputation Performance Score
• Drive the Quality committee
• Drive the TripAdvisor project, motivate the team to get more reviews, share ideas on how to improve the TripAdvisor ranking
• Respond to guest reviews for all business units on the following platforms: TripAdvisor, TrustYou, Booking.com, Google
• Support and work with the Department Heads in the definition and continuous updating of SOPs and review of SOPs’ effectiveness

Requirements

• Job qualifications
• Previous experience in a similar role, preferably within a luxury hotel.
• Excellent communication and interpersonal skills, with the ability to engage confidently with guests and colleagues at all levels.
• Strong guest service orientation, with a genuine passion for creating memorable and personalized guest experiences.
• Strong leadership and team management skills, with the ability to motivate, coach, and develop the guest experience team.
• Excellent problem-solving and complaint-handling skills, with the ability to manage challenging situations professionally and effectively.
• Strong organizational and attention-to-detail skills, with the ability to manage multiple priorities while maintaining high service standards.

Skills

• Project management
• Quality management
• Team leadership
• Performance reporting
• Multidisciplinary coordination

About AccorHotel

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo – Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai – The Art Of Well Being and the Fairmont Falcons Kids’ Club.;

Apply

Apply on Employer Website

LinkatoJobs shares this vacancy. AccorHotel handles recruitment and applications.

LinkedInFacebookXWhatsAppEmail