Luxury Guest Experience Lead

M GALLERY; Doha; On-site; QAR 120,000 - 180,000; Full time

Job summary

M GALLERY in Doha seeks a Senior Guest Experience & Quality Leader to elevate our luxury service. You will oversee the guest journey, lead audits, and coach Heartists to deliver memorable experiences across rooms, outlets, and public spaces.

This role requires strong leadership, fluent English, and a passion for service excellence. You will analyze feedback, implement improvements, and ensure brand standards while maintaining the highest hospitality ethics.

Qualifications

• Experience in Guest Experience, Quality Assurance, Front Office, Rooms Division, or Luxury Hospitality Management.
• Strong passion for luxury hospitality and personalized service.
• Excellent leadership, coaching, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities with attention to detail.
• Experience with guest satisfaction platforms and quality management systems is an advantage.
• Fluency in English; additional languages are an asset.

Responsibilities

• Lead and champion the guest experience journey ensuring luxury service standards.
• Foster a culture of personalized hospitality creating memorable guest experiences.
• Conduct regular quality inspections and service audits across guest rooms, public areas, restaurants and all guest-facing facilities.
• Monitor compliance with brand standards and QA requirements, driving continuous improvement.
• Analyze guest feedback, online reviews, surveys and quality reports to identify trends and actions.
• Collaborate with operational leaders to implement service improvements and resolve quality concerns.
• Deliver engaging training sessions and service refreshers for Heartists.
• Handle guest concerns and service recovery professionally and promptly.
• Monitor service standards and propose initiatives to elevate satisfaction and brand loyalty.
• Ensure compliance with health, safety, hygiene and local regulatory requirements.

Skills

Guest Experience

Quality Assurance

Leadership

Communication

Analytical Thinking

English Proficiency

Tools

Quality Management Systems

Job description

M GALLERY in Doha seeks a Senior Guest Experience & Quality Leader to elevate our luxury service. You will oversee the guest journey, lead audits, and coach Heartists to deliver memorable experiences across rooms, outlets, and public spaces.

This role requires strong leadership, fluent English, and a passion for service excellence. You will analyze feedback, implement improvements, and ensure brand standards while maintaining the highest hospitality ethics.