Guest Experience & Performance Excellence Lead

Boutique Group; Riyadh; On-site; SAR 167,400 - 223,200; Full time

Job summary

Boutique Group in Riyadh is looking for a Performance Excellence Manager. This role emphasizes strengthening service execution and enhancing the guest experience through data-driven insights and quality management.

The manager will work closely with hotel leadership to ensure service expectations are met daily while supporting operational excellence initiatives. The ideal candidate will be visible on the floor, coaching colleagues and driving a culture of continuous improvement.

Qualifications

• Strong background in hospitality management and quality assurance.
• Experience in coaching and training operational teams.
• Ability to analyze guest feedback and operational data.

Responsibilities

• Own and enhance the Voice of Guest process.
• Design and deliver excellence training programs.
• Lead quality audits and ensure SOP compliance.
• Track KPIs and provide actionable insights.
• Collaborate with departments to improve service delivery.

Skills

Leadership and coaching

Data analysis

Operational excellence

Guest feedback management

Service recovery

Education

Relevant degree or equivalent experience

Job description

Boutique Group in Riyadh is looking for a Performance Excellence Manager. This role emphasizes strengthening service execution and enhancing the guest experience through data-driven insights and quality management.

The manager will work closely with hotel leadership to ensure service expectations are met daily while supporting operational excellence initiatives. The ideal candidate will be visible on the floor, coaching colleagues and driving a culture of continuous improvement.