Guest Experience Manager

What you will be doing:

• Jobs involve all aspects of delivering optimum quality of a companys services
• Monitoring, inspecting, and proposing measures to correct or improve a hotels final products and processes in order to meet established quality standards.
• Conduct regular inspections and audits of all areas of the hotel, including guest rooms, public areas, dining facilities, and service delivery. Identify areas for improvement and work with department heads to address deficiencies.
• Provide training and guidance to hotel staff on quality standards, best practices, and guest service excellence. Organize workshops and training sessions as needed.
• Collect and analyze guest feedback, reviews, and surveys to identify trends and areas of concern. Develop action plans to address issues and improve guest satisfaction.
• Ensure that the hotel complies with all relevant regulations and health and safety standards. Stay updated on local and national regulations related to the hospitality industry.
• Collaborate with department heads and managers to address quality-related issues, share best practices, and implement improvements. Foster a culture of teamwork and continuous improvement.
• Prepare regular reports for senior management detailing quality assurance activities, findings, and progress in meeting quality goals.
• Handle guest complaints and concerns related to quality promptly and professionally. Work with staff to resolve issues and prevent recurring problems.
• Minimum 5 years of relevant experience.
• Results orientation planning, problem solving & execution
• Multi-tasking, proactivity and creativity
• Decision making - autonomous in the search for solutions
• Strong communicator, open-mindedness, positive attitude
• Project management skills
• Hospitality business understanding
• Strong Analytical skills