Guest Experience & Quality Manager

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

As Guest Experience Manager & Quality Manager, you will be the subject expert for various projects to further improve Quality scores and Brand Standard Audit results and guest experience in Fairmont The Palm. You will be reporting to the Hotel Manager and you will aim to attain the highest standards of service excellence in accordance with the company guidelines.

MAIN DUTIES

• Practice and adhere to brand standards to enhance customer service
• Conduct regular assessments on the operational service standards through quality audit tools such as  iAuditor to ensure a constant monitoring of staff performance and service gaps
• Develop a statistical analysis of data collected from different review platforms and service touch points (such as Royal Service), and conduct monthly Quality meeting with Department Heads to discuss improvement opportunities
• “Keeper” of service standards for the property, translating them in to service flow, steps of service, and identifying gaps in the customer journey
• Be the liaison between LQA and the property, analyzing data and formulating action plans with each department after each audit
• Assume responsibility for increasing hotel’s Reputation Performance Score
• Drive the Quality committee
• Drive the TripAdvisor project, motivate the team to get more reviews, share ideas on how to improve the TripAdvisor ranking
• Respond to guest reviews for all business units on the following platforms: TripAdvisor, TrustYou, Booking.com, Google
• Support and work with the Department Heads in the definition and continuous updating of SOPs and review of SOPs’ effectiveness
• Work with the Cluster Learning & Development Manager to develop a training plan for new joiners to go through the SOPs, and ensure regular SOP refresher trainings are conducted per department.
• Participate in the Orientation of new joiners to give an overview about Brand Standards and Quality goals/KPIs
• Continually analyze business practices and identify opportunity for improvements, which could result in increase in revenue and/or cost savings, while also improving service quality
• Observe service behaviors of Heartist and ensure that all uniformed Heartist are properly attired and groomed, each wearing a nametag
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serve as a leader in displaying outstanding hospitality skills.
• Empower Heartist to provide excellent customer service.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.

Job qualifications

• Previous experience in a similar role, preferably within a luxury hotel.
• Excellent communication and interpersonal skills, with the ability to engage confidently with guests and colleagues at all levels.
• Strong guest service orientation, with a genuine passion for creating memorable and personalized guest experiences.
• Strong leadership and team management skills, with the ability to motivate, coach, and develop the guest experience team.
• Excellent problem-solving and complaint-handling skills, with the ability to manage challenging situations professionally and effectively.
• Strong organizational and attention-to-detail skills, with the ability to manage multiple priorities while maintaining high service standards.

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