Guest Experience & Quality Manager

Job description / Role

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, Willow Stream Spa and the Fairmont Falcons Kids' Club.

Job Description

- 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.

Requirements

Qualifications

- Problem-solving skills
- A methodical and logical approach
- Accuracy and attention to detail
- Highly responsible & reliable
- Ability to work well under pressure in a fast-paced environment
- Ability to work cohesively as part of a team, as well as independently
- 2-3 years' experience in a similar role in a luxury hotel
- Exceptional English communication skills, an additional language will be a plus

Additional Information

Visa Requirements:

Please note that you must be eligible to live and work in Dubai.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.