Guest Experience Manager

• We believe in performance, agility, innovation, fun, collective intelligence, and empowerment.
• We take great pride in celebrating successes, yet we do also accept to fail so we can bounce back even stronger.
• We are empowered and fully accountable. Everyone is encouraged to take ownership, make decisions and drive impact.
• We act as One team. Global, Regions and Hotels build and drive our commercial and marketing strategy together, support each other and grow collectively. We learn from each other, we win collectively.

We are seeking an experienced and visionary Guest Experience Manager to join our dynamic hospitality team in Ras Al-Khaimah, United Arab Emirates. In this pivotal role, you will serve as the “voice of the guest,” driving excellence across all guest touchpoints and leading transformational initiatives that elevate our property’s reputation and guest satisfaction. As a strategic leader, you will collaborate with senior management and department heads to foster a guest-centric culture, implement quality assurance programs, and ensure every interaction reflects our brand’s commitment to exceptional service. This is an opportunity to make a meaningful impact on our guests’ experiences while building and mentoring a high-performing team dedicated to continuous improvement.

**Voice of the Guest & Guest Insights**

• Lead and champion all guest experience initiatives across the property in partnership with the General Manager, serving as the primary advocate for guest needs and preferences
• Centralize, analyze, and interpret comprehensive guest feedback from multiple channels including surveys, digital platforms (VOG, Local Measure, Accor Customer Digital Card, ResaVision), and direct guest interactions
• Monitor and drive Reputation Performance Score (RPS) and CompIndex metrics, utilizing data-driven insights to identify business improvement opportunities
• Manage and respond to all guest feedback in accordance with company protocols, ensuring timely and empathetic resolution
• Conduct thorough root-cause analysis at each guest touchpoint, developing and implementing problem resolution and prevention strategies
• Share actionable guest insights during daily briefings with the General Manager, heads of departments, and staff, highlighting both positive feedback and areas for improvement to foster employee recognition and accountability
• Lead deep-dive analysis on member experience and satisfaction, collaborating closely with loyalty program specialists to enhance member engagement

**Team Leadership & Culture Development**

• Build, develop, and empower a dedicated team of Guest Experience Champions throughout the property, instilling a guest-centric mindset across all departments
• Conduct comprehensive guest experience management onboarding for new team members, ensuring alignment with company values and service standards
• Facilitate monthly meetings with department heads to communicate performance metrics, provide support, and monitor progress on action plans
• Champion internal communication of guest experience initiatives, best practices, and performance updates to all employees, fostering transparency and collaborative improvement
• Model and promote a supportive, inclusive, and motivational work environment that encourages innovation and resilience
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