Performance Excellence Manager

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

The Performance Excellence Manager is an operational quality and capability role accountable for strengthening service execution, guest experience performance, and continuous improvement across Red Palace. The role acts as the palace guest champion, translating guest insight, quality data, audit findings, and operational observations into practical actions that raise standards and improve performance.

Working closely with the Hotel Manager, Director of Organisational Readiness, Learning & Development, Quality, and departmental leaders, the role ensures that service expectations are understood, practised, measured, and embedded in daily routines. The position supports both pre‑opening readiness and live operational performance, with a clear focus on Forbes, LQA, guest feedback, service recovery, standards compliance, and colleague capability.

The Performance Excellence Manager is highly visible on the floor and trusted in the heart‑of‑the‑house. The role requires a warm, credible, and engaging presence, with the ability to coach leaders and colleagues, build confidence, identify root causes, and convert improvement opportunities into sustained operational habits.

RESPONSIBILITIES

Guest Experience

• Own the Voice of Guest process across guest surveys, online reviews, social listening, direct feedback, and operational observations.
• Identify trends, recurring issues, and moments that matter, translating insight into clear actions with owners, timelines, and measurable outcomes.
• Lead and support escalated service recovery for high‑impact cases, ensuring empathy, pace, ownership, and appropriate follow‑through.
• Coach leaders and operational teams to close the loop with guests and colleagues, ensuring that feedback leads to visible improvement.
• Support the consistent execution of guest‑facing SOPs, service behaviours, and the Boutique Group Legacy of Service across all departments.

Service Excellence Programmes

• Design, coordinate, and deliver a structured Red Palace Excellence Programme with clear priorities, milestones, and benefits.
• Lead regular Excellence Clinics to review guest feedback, audit gaps, recurring defects, and corrective actions with departmental leaders.
• Establish practical standards libraries, playbooks, quick reference guides, and service tools that make expectations simple to understand and apply.
• Champion a solutions‑focused service mindset, ensuring colleagues are equipped to offer alternatives, resolve issues, and avoid unnecessary service barriers.
• Pilot service improvement initiatives on a small scale, measure impact, and support the roll‑out of ideas that demonstrably improve the guest and colleague experience.

Operational Quality Oversight

• Lead risk‑based quality walks, operational observations, and scheduled audits across Rooms, Front Office, Food and Beverage, Spa, Engineering, and support functions.
• Validate SOP compliance through observation rubrics, scoring tools, and calibration with Heads of Department to ensure consistent interpretation of standards.
• Map end‑to‑end guest journeys to identify friction points, service gaps, and operational hand‑offs requiring improvement.
• Coordinate focused improvement sprints with clear success criteria, ownership, and follow‑up mechanisms.
• Capture learning from guest incidents, service failures, near misses, and operational defects, ensuring corrective actions are embedded into daily practice.

Coaching and Capability

• Design and deliver targeted coaching, briefings, simulations, role plays, and micro‑learning interventions linked directly to guest feedback, audit results, and operational priorities.
• Coach Heads of Department, Assistant Managers, supervisors, and departmental trainers to deliver effective daily coaching and reinforcement.
• Partner with Learning & Development to ensure training interventions address real operational gaps and improve service execution.
• Translate quality findings into practical learning assets, refreshers, and quick guides that strengthen colleague confidence and consistency.
• Track adoption and effectiveness of interventions, adjusting content and coaching approaches based on evidence and operational feedback.

KPI Tracking and Reporting

• Build and maintain a Performance Excellence Dashboard covering guest experience survey results, online reputation, Forbes and LQA readiness, audit scores, service recovery cycle time, complaint ratios, corrective action closure, and training adoption.
• Prepare concise weekly performance narratives that highlight trends, risks, priorities, and next actions rather than reporting numbers in isolation.
• Track ageing, closure, and effectiveness of corrective actions, escalating delays or repeated issues where required.
• Use data to identify root causes and inform practical interventions with departmental leaders.
• Maintain accurate, audit‑ready records of quality walks, audits, action plans, service recovery logs, and guest insight dashboards.

Corrective Actions and Collaboration

• Co‑create corrective actions with departmental leaders, ensuring each action has a clear owner, due date, expected outcome, and follow‑up mechanism.
• Convene regular Quality Council discussions with Executive Committee and departmental leaders to unblock issues and maintain improvement momentum.
• Support pre‑opening inspections, internal readiness reviews, simulations, and snag‑list follow‑up, ensuring quality and service gaps are closed before opening.
• Work collaboratively with Operations, Learning & Development, Quality, People & Culture, IT, and Data teams to improve service delivery and performance insight.
• Ensure cross‑functional issues are escalated constructively and resolved in a way that strengthens the overall guest and colleague experience.

Health, Safety, and Regulatory Compliance

• Ensure quality observations and service improvement activities take account of Fire, Life, Health, Safety and Security requirements.
• Escalate operational risks identified during quality walks, simulations, inspections, and guest journey reviews.
• Collaborate with relevant departments to ensure compliance‑related service processes are understood, practised, and embedded.
• Support readiness reviews by checking that health, safety, and regulatory expectations are visible in training, operating routines, and departmental follow‑through.

Job Info

• Job Schedule Full time