Description:
The Management Recruitment Group are currently shortlisting for a dynamic Associate Director of Quality and Guest Experiences. The role reports to the Director of Operations and requires a proactive, results-driven individual who can work in a fast-paced, multi-property environment.
The successful incumbent will be responsible for developing, leading, and executing the quality and guest experience strategies across the businesses’ Hospitality portfolio. This role involves working closely with property leadership teams to ensure exceptional guest experiences while aligning with corporate standards and service excellence. The individual will drive initiatives that enhance service quality, operational efficiency, and customer satisfaction, fostering a culture of continuous improvement within the organization.
Key Responsibilities:
Quality Assurance:
- Develop and implement quality control standards and processes for all properties to ensure consistent, high-quality service delivery.
- Conduct regular property audits to assess compliance with company standards, operational procedures, and guest satisfaction metrics.
- Collaborate with operational teams to identify areas for improvement, providing feedback and actionable solutions to enhance service standards.
- Design and manage quality training programs for staff at all levels, ensuring alignment with the company Hospitality’s brand values and goals.
Guest Experience Management:
- Develop and oversee guest experience strategies, ensuring that all touchpoints in the guest journey exceed expectations.
- Analyze guest feedback and reviews (e.g., online platforms, surveys, and direct feedback) to identify trends and areas for improvement.
- Collaborate with marketing and operations teams to create personalized, memorable experiences for guests that foster brand loyalty.
- Lead the design and implementation of guest-centric programs, initiatives, and recognition systems aimed at enhancing overall satisfaction.
Performance Improvement & Innovation:
- Identify new trends in the hospitality industry and implement innovative solutions to elevate guest experiences.
- Work with IT and digital teams to leverage technology for better guest interaction and satisfaction tracking.
- Establish performance metrics and KPIs for service excellence, ensuring all teams are aligned with quality improvement goals.
- Lead cross-functional projects that integrate quality assurance with sustainability initiatives, safety compliance, and operational efficiency.
Team Leadership & Collaboration:
- Provide leadership, mentoring, and guidance to quality and guest experience teams across the company’s Hospitality properties.
- Foster a culture of collaboration, continuous improvement, and excellence by promoting best practices within and across teams.
- Manage internal and external partnerships related to quality assurance, guest feedback, and industry benchmarking.
Budgeting & Reporting:
- Develop and manage the annual budget for quality and guest experience programs.
- Report regularly on performance metrics, guest satisfaction scores, and improvement initiatives to senior leadership.
- Recommend cost-effective solutions that maintain high service standards while optimizing operational expenses.
Key Qualifications & Skills:
- Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field. A Master’s degree is a plus.
- Experience: Minimum of 8-10 years of experience in hospitality, with at least 5 years in a leadership role focused on quality assurance, guest experience, or operations. Experience in luxury or premium brands is highly preferred.
- Skills & Competencies:
- Strong knowledge of hospitality industry standards and best practices in guest experience management.
- Excellent leadership, communication, and interpersonal skills, with the ability to inspire and influence cross-functional teams.
- Analytical mindset with strong problem-solving capabilities.
- Proficiency in data-driven decision-making, guest feedback analysis, and performance metric tracking.
- Experience in digital transformation, innovation, and leveraging technology for guest service improvement.
- Fluency in English; knowledge of Arabic or other languages is a plus.