Guest Experience & Quality Excellence Lead

AccorHotels Middle East; Abu Dhabi; On-site; AED 240,000 - 360,000; Full time

Job summary

Fairmont The Palm is searching for a Guest Experience Manager & Quality Manager to enhance guest satisfaction and quality scores. You will report to the Hotel Manager and champion brand standards and service excellence across all departments.

You will lead quality audits, analyze data from reviews, and drive improvements to SOPs, driving revenue and guest loyalty in a luxury Dubai setting.

Qualifications

• Previous experience in a similar role, preferably within a luxury hotel.
• Excellent communication and interpersonal skills, with the ability to engage confidently with guests and colleagues at all levels.
• Strong guest service orientation, with a genuine passion for creating memorable and personalized guest experiences.
• Strong leadership and team management skills, with the ability to motivate, coach, and develop the guest experience team.
• Excellent problem-solving and complaint-handling skills, with the ability to manage challenging situations professionally and effectively.
• Strong organizational and attention-to-detail skills, with the ability to manage multiple priorities while maintaining high service standards.

Responsibilities

• Practice and adhere to brand standards to enhance customer service.
• Conduct regular assessments on service standards using quality audit tools and monitor staff performance.
• Develop data analysis of reviews and conduct monthly Quality meetings with Department Heads.
• Act as keeper of service standards, translating them into service flow and identifying gaps.
• Liaise between LQA and the property, analyzing data and formulating action plans.
• Increase hotel’s Reputation Performance Score and drive the Quality committee.
• Lead TripAdvisor initiatives and motivate the team to obtain more reviews.
• Respond to guest reviews across platforms including TripAdvisor, TrustYou, Booking.com, Google.
• Support and update SOPs and review their effectiveness with department heads.
• Collaborate with Learning & Development to train new joiners on SOPs and refresh trainings.
• Participate in onboarding to communicate Brand Standards and Quality KPIs.
• Analyze business practices for opportunities to improve revenue and reduce costs while maintaining quality.
• Observe Heartist service behaviors and ensure proper attire and nametags.
• Improve service by guiding staff to understand guest needs and provide feedback.
• Lead by example in hospitality and empower Heartist to deliver excellent service.
• Emphasize guest satisfaction in meetings and seek continuous improvement.

Skills

Communication skills

Interpersonal skills

Guest service orientation

Leadership

Team management

Problem-solving

Complaint-handling

Organizational skills

Attention to detail

Job description

Fairmont The Palm is searching for a Guest Experience Manager & Quality Manager to enhance guest satisfaction and quality scores. You will report to the Hotel Manager and champion brand standards and service excellence across all departments.

You will lead quality audits, analyze data from reviews, and drive improvements to SOPs, driving revenue and guest loyalty in a luxury Dubai setting.