Guest Experience & Quality Manager

About the role

Fairmont The Palm, a luxury resort on the Palm Jumeirah in Dubai, is looking for a Guest Experience & Quality Manager. As subject expert for quality projects, you will improve Quality scores, Brand Standard Audit results and guest experience, reporting to the Hotel Manager and aiming for the highest standards of service excellence.

Key responsibilities

• Apply brand standards to enhance customer service and act as keeper of service standards, turning them into service flows and spotting gaps in the customer journey.
• Run regular quality audits using tools such as iAuditor to monitor staff performance and service gaps.
• Analyse review platform data and hold monthly quality meetings with Department Heads to agree improvements.
• Act as liaison between LQA and the property, analysing audit data and formulating action plans with each department.
• Drive the Quality committee and the TripAdvisor project, motivating the team to earn more reviews and improve rankings.
• Respond to guest reviews on TripAdvisor, TrustYou, Booking.com and Google.
• Help define and update SOPs, and work with the Learning & Development manager to build a training plan for new joiners and run SOP refresher sessions.
• Take part in new joiner orientations and coach staff on guest needs, feedback and service quality.
• Identify improvements that raise revenue or cut costs, and ensure uniformed staff follow dress and grooming standards.

Required profile

• Previous experience in a similar role, preferably in a luxury hotel.
• Excellent communication and interpersonal skills, able to engage guests and colleagues at all levels.
• Strong guest service orientation and leadership and team management skills, with the ability to coach and motivate the guest experience team.
• Strong problem-solving, complaint handling, organisational and attention-to-detail skills.