Guest Experience & Quality Manager

About the role

The Guest Experience & Quality Manager will act as the subject‑matter expert for projects aimed at improving quality scores, brand standard audits, and overall guest experience at Fairmont The Palm. Reporting to the Hotel Manager, the role focuses on maintaining the highest service standards in line with Accor’s guidelines.

Key responsibilities

• Conduct regular quality audits using tools such as iAuditor to monitor staff performance and identify service gaps.
• Analyse data from review platforms (TripAdvisor, TrustYou, Booking.com, Google) and internal touch‑points, presenting findings in monthly quality meetings.
• Serve as the liaison with LQA, interpreting audit results and developing action plans with each department.
• Drive initiatives to improve the hotel’s Reputation Performance Score and TripAdvisor ranking, encouraging guest reviews.
• Respond to guest feedback across all platforms and collaborate with department heads to update SOPs and ensure their effectiveness.
• Partner with Learning & Development to design and deliver SOP training and refresher sessions for new and existing staff.
• Observe and coach Heartist staff on uniform standards, service flow, and guest interaction, fostering a culture of outstanding hospitality.

Required profile

• Previous experience in a similar role within a luxury hotel environment.
• Excellent communication and interpersonal skills, able to engage confidently with guests and colleagues at all levels.
• Strong guest‑service orientation with a passion for creating memorable experiences.
• Leadership abilities to motivate, coach, and develop a guest‑experience team.
• Proven problem‑solving and complaint‑handling capabilities.
• Highly organized with strong attention to detail, capable of managing multiple priorities while maintaining high service standards.