GUEST EXPERIENCE MANAGER - KSA

We are working with a leading Hospitality group in the Kingdom of Saudi Arabia and they are looking to add a Guest Experience Manager to their team.

The Guest Experience Manager is to ensure a memorable and positive experience for every guest, from pre-arrival to departure.

The Guest Experience Manager is responsible for collecting and analyzing guest feedback, addressing concerns, and implementing improvements to enhance service and guest satisfaction. We are looking for some that is confident, has high energy, a great personlaity and a passion for the hospitality industry.

Responsibilities included but not limited to:

• Actively interact with guests to gauge their satisfaction and identify areas for improvement
• Collect and analyze guest feedback through various channels, including comment cards, surveys, and social media. 
• Develop and implement strategies to enhance guest service and resolve issues promptly. 
• Provide training and guidance to staff on guest service standards and best practices. 
• Ensure smooth and personalized experiences for VIP guests, including arrivals, departures, and special requests. 
• Conduct regular audits of guest touchpoints (e.g., front desk, concierge) to ensure adherence to hotel standards and identify areas for improvement. 
• Monitor guest satisfaction data and other key performance indicators (KPIs) to track progress and identify trends
• ffectively communicate with guests, staff, and management to address concerns and ensure a unified guest experience
• Work collaboratively with other departments to ensure a seamless guest journey. 
• Identify and implement process improvements to enhance guest service and efficiency. 

Ideal Candidate:

• Strong customer service skills and a passion for providing exceptional service.
• Excellent communication and interpersonal skills.
• Ability to handle guest complaints and resolve issues effectively.
• Strong analytical skills and the ability to interpret data.
• Knowledge of hospitality industry standards and best practices.
• Leadership and coaching skills.
• Proficiency in using technology to manage guest feedback and track service metrics.
• Ability to work in a fast-paced environment and manage multiple priorities. 

Salary package: AED16K-19K + full expat benefits