Guest Experience & Quality Assurance Manager

1907년, 페어몬트 샌프란시스코가 노브 힐에 웅장한 자태를 드러내며 새로운 역사가 시작되었습니다. 
이 유서 깊은 호텔은 곧 화려한 무도회, 대통령 방문, 정치적 모임의 장소로서 도시의 명소가 되었고,
페어몬트라는 이름은 '특별한 이벤트의 장소'를 대표하는 이름이 되었습니다. 
이 특별한 시작과 함께 페어몬트 호텔 & 리조트 브랜드가 탄생했습니다. 

한국 최초의 페어몬트 브랜드인 페어몬트 앰배서더 서울은
서울의 새로운 랜드마크인 파크원(Parc. 1)에 위치해 있으며,
페어몬트 인재상인 매력적(Charismatic)이고 배려심(Thoughtful)있는 분들과 함께 하기를 기대하고 있습니다. 

In 1907, a new chapter of history began as The Fairmont San Francisco majestically opened its doors atop Nob Hill.
This iconic hotel soon became the city’s premier destination for grand balls, presidential visits, and political gatherings,
establishing the name Fairmont as a symbol of “the place for exceptional events.”
From this distinguished beginning, the Fairmont Hotels & Resorts brand was born.

As the first Fairmont property in Korea, Fairmont Ambassador Seoul is located within Parc 1,
a new landmark in the heart of Seoul.
We look forward to working with individuals who embody Fairmont’s spirit — those who are charismatic and thoughtful.

About the Role

• Monitor, evaluate, and audit overall service quality.
• Responsible for Brand Standard and Leading Quality Assurance (LQA) audits.
• Analyze customer feedback and propose strategies to continuously improve customer satisfaction.
• Responsible for the operation of customer service-related systems (TrustYou, TripAdvisor, etc.).
• Working closely with L&D Manager to identify and lead training for hotel staff on quality standards, customer service excellence, and best practices

Skills & Experiences

• Global luxury hotel QA experience
• Over 10 years of experience working at a global luxury hotel
• In-depth understanding of hotel operations, including guest rooms and food and beverage
• Experience in a brand audit role
• Extensive skills and experience in customer satisfaction
• Data analysis and problem-solving skills
• Effective communication and leadership skills across departments
• Native-level English proficiency
• Excellent report writing and presentation skills
• Korean nationality (required)

• Positive Orientation
• Operational Decision Making
• Self-Development & Management
• Developing an Empowered Team
• Leading an Engaged and Diverse Team
• Communication
• Advocating Guest Passion
• Business Planning and Analysis
• Business Improvement and Change

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