Guest Experience & Quality Director

Company Description

• 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.
  
  

Job Description

We are seeking an experienced and customer-focused Guest Experience & Quality Director to lead our hospitality operations in Ras Al-Khaimah, United Arab Emirates. In this pivotal leadership role, you will be responsible for developing and implementing comprehensive guest experience strategies while maintaining the highest quality standards across all guest touchpoints. You will drive organizational excellence, lead a dedicated team, and ensure that every guest interaction reflects our commitment to exceptional service delivery.

• Develop and execute guest experience strategies that align with organizational objectives and enhance customer satisfaction and loyalty
• Establish and maintain quality standards across all departments, ensuring consistent delivery of service excellence
• Analyze guest feedback, satisfaction metrics, and performance data to identify opportunities for improvement and implement corrective actions
• Lead, mentor, and motivate a team of guest experience and quality assurance professionals, fostering a culture of continuous improvement
• Conduct regular quality audits and inspections to ensure compliance with established standards and best practices
• Collaborate with department heads to address guest concerns, resolve complaints, and implement preventive measures
• Develop and deliver training programs to staff on customer service excellence, quality standards, and guest interaction protocols
• Monitor and analyze key performance indicators (KPIs) related to guest satisfaction, operational efficiency, and quality metrics
• Manage budgets related to guest experience initiatives and quality improvement programs
• Stay current with industry trends, hospitality best practices, and emerging technologies in guest experience management
• Prepare comprehensive reports and presentations for senior management on guest experience performance and quality metrics
• Ensure compliance with local regulations and hospitality standards specific to the United Arab Emirates
  
  

Qualifications

**Required Skills & Experience:**

• Minimum 7 years of experience in guest experience management, quality assurance, or hospitality operations leadership
• Proven track record of developing and implementing successful guest experience strategies
• Strong knowledge of quality assurance methodologies and continuous improvement processes
• Demonstrated leadership experience managing and developing high-performing teams
• Excellent analytical skills with the ability to interpret data and translate insights into actionable strategies
• Proficiency in analyzing performance metrics, KPIs, and guest satisfaction surveys
• Strong communication and interpersonal skills with the ability to influence stakeholders at all levels
• Problem-solving mindset with a decisive approach to addressing operational challenges
• Experience in budget management and financial planning
• Comprehensive understanding of hospitality industry standards and best practices
• Detail-oriented approach to quality control and process optimization
  
  

Preferred Skills & Experience

• Experience in luxury or upscale hospitality properties
• Familiarity with Middle Eastern hospitality culture and guest expectations
• Knowledge of property management systems (PMS) and guest feedback platforms
• Experience with staff training and development program design
• Background in multi-property or multi-department management
• Certification in quality management or hospitality management
• Experience implementing technology solutions for guest experience enhancement
  
  

Additional Information

At Accor, we are committed to diversity. Each individual, each personality, and each experience has its place to grow and make us grow collectively. Everything we do, we do with heart. We are creators of emotions, professionals of the human experience, open to others and the world around us.

• Our culture is inclusive. We value the richness of the 120 nationalities, the different backgrounds, the different stories that make up our company.
• We care for the world around us: our teams, our guests, our establishments, our environment are at the heart of our concerns. Our mission is human, essential: to bring cultures together, to open windows on the world, to provide unforgettable experiences, day after day.
• All our Heartists are talents in the making, they are the future of our group and our hotels. Helping them grow professionally and develop personally according to their wishes and ambitions is our priority.
• Together, we imagine your future. Our group is large, with many opportunities, and the experiences are infinite.
• We dare to question the status quo. We challenge ourselves to always do better. We take risks, we dream the impossible and make it possible.
• Hospitality is teamwork, and we are stronger together. We believe in caring, we respect our differences and value all voices. We work as a team, saying what we do and doing what we say.