Guest Experience and Quality Manager

The Guest Experience and Quality Manager is responsible for ensuring exceptional customer experience and maintaining quality standards in a hospitality establishment. They develop and implement guest experience strategies, monitor customer satisfaction, and identify areas for improvement. The Guest Experience and Quality Manager also trains and motivates staff to deliver excellent service, conducts performance evaluations, and implements quality control procedures.

Responsibilities

• Develop and implement guest experience strategies to enhance customer satisfaction.
• Monitor and analyze guest feedback to identify areas for improvement.
• Coordinate with various departments to ensure seamless guest experience.
• Implement quality control procedures to maintain high service standards.
• Train and motivate staff to provide excellent customer service.
• Conduct regular performance evaluations and provide constructive feedback.
• Manage guest loyalty programs and initiatives.
• Collaborate with other departments to resolve guest complaints and issues.
• Conduct regular audits to ensure compliance with quality standards.
• Stay updated on industry trends and best practices in guest experience management.