Guest Experience and Quality Manager

3 weeks ago

Abu Dhabi, United Arab Emirates FAIRMONT Full time

Job Description


The Guest Experience and Quality Manager plays a vital role in ensuring the highest level of guest satisfaction and operational excellence within the hotel. This role involves developing and implementing quality control measures, monitoring service delivery, conducting audits, and fostering a culture of continuous improvement, and company sustainability guidelines adherence. The Guest Experience and Quality Manager collaborates with various departments to maintain and enhance the hotel's reputation for exceptional service and guest experiences.

Responsibilities

Quality Control

Establish and maintain quality standards for all aspects of hotel operations in collaboration with Management Team. Develop and implement procedures, guidelines, and checklists to ensure consistency in service delivery and operational processes. Regularly review and update quality control measures to reflect changing guest expectations and industry trends.

Audits and Inspections

Plan and execute regular internal audits to evaluate the hotel's adherence to quality standards and identify areas for improvement. Coordinate with department heads to schedule audits, inspections, and evaluations of various hotel functions. Analyse audit findings and collaborate with department managers to address deficiencies and implement corrective actions.

Guest Feedback Management

Monitor and analyse guest feedback from various sources, such as surveys, online reviews, and direct communication. Identify trends and areas of concern in guest feedback and work with relevant teams to implement improvements. Develop strategies to enhance guest satisfaction, loyalty, and engagement.

Training and Development

Working closely with L&D Manager to identify training needs for hotel staff on quality standards, customer service excellence, and best practices. In collaboration with L&D Manager, conduct workshops and training sessions to ensure employees understand their roles in upholding quality standards.

Continuous Improvement

Lead initiatives to drive continuous improvement across the hotel's operations and services. Facilitate cross-functional teams to identify and implement process improvements, cost-saving measures, and innovative solutions. Regularly analyse performance metrics to track progress and measure the impact of improvement efforts.

Reporting and Communication

Prepare and present regular reports to senior management outlining quality performance, audit results, and improvement initiatives. Communicate effectively with department heads and staff to ensure a clear understanding of quality expectations and goals.

Qualifications


Bachelor's degree in Hospitality Management, Business Administration, or a related field (or equivalent experience). Proven experience in a guest experience and quality control role within the hotel industry. Strong knowledge of hotel operations, service standards, and guest expectations. Excellent analytical, problem-solving, and decision-making skills. Effective communication and interpersonal abilities. Detail-oriented and capable of managing multiple tasks and priorities. Proficiency in using relevant software and tools for data analysis and reporting. Adept at data analysis and using insights to drive decision-making. Flexibility to adapt to a dynamic and fast-paced environment. Fluency in verbal and written English is essential, while additional language skills are a plus.

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