Guest Experience and Quality Manager

The Guest Experience and Quality Manager is responsible for elevating the customer journey by implementing and maintaining service standards that exceed guest expectations. This role plays a key part in monitoring, analyzing, and improving all aspects of guest interactions while ensuring the highest levels of service consistency and quality control. The position requires strong leadership, analytical, and interpersonal skills to foster a guest-centric culture across departments.

Responsibilities:

• Develop and implement guest experience strategies and service excellence programs

• Monitor service delivery standards across all touchpoints

• Conduct regular audits, surveys, and feedback analysis

• Lead training sessions to enhance staff communication and service skills

• Investigate and resolve guest complaints effectively and promptly

• Collaborate with operational teams to address service gaps

• Analyze guest feedback data to identify trends and improvement areas

• Design initiatives to improve guest satisfaction and loyalty

• Ensure compliance with brand standards and quality benchmarks

• Prepare detailed reports and present insights to senior management

Requirements:

• Bachelor's degree in Hospitality Management, Business Administration, or related field

• 5+ years of experience in guest experience or quality management roles

• Strong knowledge of hospitality service standards and quality systems

• Excellent communication and conflict resolution skills

• Proficiency in CRM, feedback tools, and data analysis

• Strong leadership and team collaboration capabilities