Luxury Guest Experience & Quality Leader

Fairmont Hotels & Resorts; Dubai; On-site; AED 120,000 - 190,000; Full time

Job summary

Fairmont The Palm in Dubai is seeking a Guest Experience Manager & Quality Manager to lead quality initiatives and enhance guest satisfaction in line with Accor standards.

Reporting to the Hotel Manager, you will conduct regular audits, drive service excellence, and collaborate with department heads to improve SOPs and guest reviews.

The role emphasizes leadership, data analysis, and proactive coaching to elevate reputation and service delivery.

Qualifications

• Experience in a similar luxury hotel role.
• Excellent communication and interpersonal skills.
• Strong guest service orientation with passion for personalized experiences.
• Leadership and team management ability.
• Strong problem-solving and complaint-handling skills.
• Excellent organizational and attention-to-detail skills.

Responsibilities

• Adhere to brand standards to enhance customer service.
• Conduct quality audits to monitor staff performance and service gaps.
• Analyze data from review platforms and lead monthly quality meetings with department heads.
• Serve as keeper of service standards and translate them into SOPs and flows.
• Act as liaison between the property and LQA, implementing action plans after audits.
• Increase hotel Reputation Performance Score and drive the Quality committee.
• Lead TripAdvisor projects and encourage more reviews across platforms.
• Respond to guest reviews for all business units on major platforms.
• Collaborate with Department Heads to update and assess SOPs.
• Develop training plans with Learning & Development for new joiners.

Skills

Leadership

Communication

Guest Service

Team Management

Problem Solving

Attention to Detail

Job description

Fairmont The Palm in Dubai is seeking a Guest Experience Manager & Quality Manager to lead quality initiatives and enhance guest satisfaction in line with Accor standards.

Reporting to the Hotel Manager, you will conduct regular audits, drive service excellence, and collaborate with department heads to improve SOPs and guest reviews.

The role emphasizes leadership, data analysis, and proactive coaching to elevate reputation and service delivery.