Guest Experience & Quality Director SOFITEL

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

**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