Guest Experience and Quality Manager

We are seeking a Guest Experience and Quality Manager to enhance customer satisfaction and maintain exceptional service standards. In this role, you will design, implement, and monitor guest experience initiatives while ensuring compliance with brand and quality expectations. The ideal candidate is customer-centric, analytical, and passionate about creating memorable experiences that drive loyalty and elevate brand reputation.

Responsibilities:

• Design and oversee guest experience strategies and programs.

• Analyze guest feedback, surveys, and reviews to identify improvement areas.

• Collaborate with operational teams to enhance service delivery.

• Implement quality control processes and audits across service areas.

• Develop training programs focused on customer service excellence.

• Set KPIs and metrics to measure guest satisfaction.

• Address guest complaints and ensure quick resolution.

• Prepare detailed performance and quality reports for senior management.

• Benchmark services against industry standards and best practices.

• Promote a culture of continuous improvement and service excellence.

Requirements:

• Bachelor’s degree in Hospitality Management, Business Administration, or related field.

• 5+ years of experience in customer experience, hospitality, or service quality management.

• Strong understanding of guest relations, service standards, and quality frameworks.

• Excellent communication, leadership, and problem-solving skills.

• Ability to work cross-functionally and manage multiple projects.

• Proficiency in CRM and feedback management tools.

• High attention to detail and customer-centric mindset.