Guest Experience and Quality Manager

We are seeking a Guest Experience and Quality Manager to oversee and enhance the overall guest experience and service quality within our establishment. The ideal candidate will be responsible for ensuring that all guest interactions meet the highest standards, implementing service improvements, and managing feedback effectively.

Key Responsibilities:

• Develop and implement guest experience strategies to enhance customer satisfaction.
• Monitor and analyze guest feedback, reviews, and surveys to identify areas for improvement.
• Ensure service excellence by working closely with all departments to maintain high-quality standards.
• Train and mentor staff to improve customer service skills and guest interaction.
• Handle guest complaints and concerns, providing quick and effective resolutions.
• Collaborate with operations, marketing, and front office teams to create a seamless guest experience.
• Maintain and improve quality assurance programs in line with company policies and industry standards.
• Regularly audit service delivery processes and recommend enhancements.
• Stay updated with the latest hospitality trends and best practices to implement innovative solutions.

Requirements:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Proven experience in guest relations, quality management, or hospitality operations.
• Strong understanding of customer service principles and guest satisfaction metrics.
• Excellent communication, leadership, and problem-solving skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Experience with guest feedback tools and quality assurance programs.
• Knowledge of hotel or service industry standards is an advantage.