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Assistant Guest Experience Manager

United Arab Emirates - Dubai

Full job details

Sofitel The Palm Resort & Spa
United Arab Emirates - Dubai
Job Type
Job Level
•Leads and supports all Guest Experience initiatives at the property
•Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders (at a minimum once a week)
•Represents Guest Experience / be the voice of the guest daily at the morning briefing with updates and highlights points for improvement and guest praise
•Conduct Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new Department Heads/Managers within the first month of employment
•Conducts a weekly Guest Experience meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan efforts
•Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders
•Conducts regular property self-assessments on the Operational Brand Standards and other quality programs (at a minimum 4 times per year)
•Works with and supports Department Heads to prepare for LQA Brand Assurance audits
•Participates to the annual revision of Operational Brand Standards with Regional/Global teams
•Leads and develops a team of Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions
•Conducts Brand Assurance refreshers training from time to time to all Department Heads
•Reviews MAPs proposed by each department post-LQA Mystery Visit and supports and follows up implementation by Department Heads
•Have direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback
•Work closely with Department Heads to assess service standards and delivery on a regular basis