Guest Experience Leader - Elevating Service & Loyalty

AccorHotel; Ras Al Khaimah; On-site; AED 180,000 - 300,000; Full time

Job summary

Accor is seeking an experienced Guest Experience Manager in Ras Al Khaimah to act as the voice of the guest, driving excellence across touchpoints and leading transformational initiatives that elevate the property's reputation and guest satisfaction.

You will collaborate with senior management to foster a guest-centric culture, implement quality assurance programs, and mentor a high-performing team dedicated to continuous improvement.

Qualifications

• Advanced proficiency with guest satisfaction platforms and tools.
• Expert-level ability to monitor and interpret RPS and CompIndex metrics.
• Strong analytical and data interpretation skills for root-cause analysis.
• Excellent communication and presentation skills for diverse audiences.
• Strategic planning and multi-department initiative execution.
• Leadership and team development capabilities in hospitality.

Responsibilities

• Lead guest experience initiatives across the property in partnership with the GM.
• Centralize and interpret guest feedback from surveys and platforms.
• Monitor reputation metrics and identify improvement opportunities.
• Respond to guest feedback promptly and empathetically.
• Conduct root-cause analysis at touchpoints and implement fixes.
• Lead monthly meetings to track performance and action plans.
• Collaborate with loyalty program teams to enhance member engagement.

Skills

Guest satisfaction platforms

RPS & CompIndex analysis

Leadership & team development

Communication skills

Strategic planning

Multilingual capabilities

Education

Bachelor’s degree in Hospitality Management

Hospitality management certification

Tools

VOG Local Measure

Accor Customer Digital Card

ResaVision

Job description

Accor is seeking an experienced Guest Experience Manager in Ras Al Khaimah to act as the voice of the guest, driving excellence across touchpoints and leading transformational initiatives that elevate the property's reputation and guest satisfaction.

You will collaborate with senior management to foster a guest-centric culture, implement quality assurance programs, and mentor a high-performing team dedicated to continuous improvement.