Guest Experience & Quality Manager

Company Description

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.

Job Description

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.