Guest Experience & Quality Manager
Core
Subject expert for improving Quality scores, Brand Standard Audit results, and guest experience at a luxury resort.
Role type
Guest Experience & Quality Manager
Builds
Service flow, SOPs, and action plans to enhance guest satisfaction and operational standards.
Domain
Luxury hospitality / Hotel management
Required skills
Quality audit execution, statistical analysis of review data, SOP development and review, training plan creation, guest review response management, service behavior observation, team coaching, problem-solving, complaint handling.
Preferred skills
Luxury hotel experience, leadership in guest experience teams, passion for personalized guest experiences.
Technologies
iAuditor, Royal Service, TripAdvisor, TrustYou, Booking.com, Google
Responsibilities
Conduct regular quality audits using iAuditor to monitor staff performance; Analyze data from review platforms (TripAdvisor, TrustYou, etc.) and lead monthly quality meetings; Develop and update SOPs and training plans for new joiners; Respond to guest reviews across all business units; Drive the TripAdvisor project and motivate the team for better rankings; Observe service behaviors and ensure proper attire/grooming; Coach staff to improve service delivery and guest satisfaction.
Seniority
Mid-level, hands-on IC