Guest Experience Manager

Arab National Bank; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading hospitality group in Saudi Arabia is seeking a Guest Experience Manager to ensure memorable experiences for guests. Responsibilities include collecting feedback, implementing service improvements, and training staff. Ideal candidates should possess strong customer service and analytical skills.

Benefits

Full Expat Benefits

Qualifications

• Strong customer service skills and a passion for delivering exceptional service.
• Ability to handle guest complaints and resolve issues effectively.

Responsibilities

• Interact with guests to gauge satisfaction and identify areas for improvement.
• Collect and analyze guest feedback through various channels.
• Develop strategies to enhance guest service and resolve issues.

Skills

Customer Service

Communication

Analytical Skills

Leadership

Job description

GUEST EXPERIENCE MANAGER - KSA

We are working with a leading hospitality group in the Kingdom of Saudi Arabia, seeking to add a Guest Experience Manager to their team. The Guest Experience Manager is responsible for ensuring a memorable and positive experience for every guest, from pre-arrival to departure. This role involves collecting and analyzing guest feedback, addressing concerns, and implementing improvements to enhance service quality and guest satisfaction. We are looking for someone confident, energetic, personable, and passionate about the hospitality industry.

Responsibilities include but are not limited to:

• Actively interact with guests to gauge satisfaction and identify areas for improvement.
• Collect and analyze guest feedback through comment cards, surveys, and social media channels.
• Develop and implement strategies to enhance guest service and resolve issues promptly.
• Provide training and guidance to staff on guest service standards and best practices.
• Ensure smooth and personalized experiences for VIP guests, including arrivals, departures, and special requests.
• Conduct regular audits of guest touchpoints (e.g., front desk, concierge) to ensure standards are met and to identify improvement opportunities.
• Monitor guest satisfaction data and KPIs to track progress and identify trends.
• Communicate effectively with guests, staff, and management to address concerns and ensure a unified guest experience.
• Collaborate with other departments to ensure a seamless guest journey.
• Identify and implement process improvements to enhance service quality and operational efficiency.

Ideal Candidate:

• Strong customer service skills and a passion for delivering exceptional service.
• Excellent communication and interpersonal skills.
• Ability to handle guest complaints and resolve issues effectively.
• Strong analytical skills with the ability to interpret data.
• Knowledge of hospitality industry standards and best practices.
• Leadership and coaching abilities.
• Proficiency in using technology to manage guest feedback and track service metrics.
• Ability to work in a fast-paced environment and manage multiple priorities.

Salary package: SAR 16K-19K + full expat benefits