{"id":1556104,"url":"https://alion.io/job/accor-group-guest-experience-quality-manager","title":"Guest Experience & Quality Manager","company":{"id":8914,"name":"Accor","domain":"accor.com","url":"https://alion.io/company/accor-group","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"part_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dubai, United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-30T05:33:18Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-15T07:48:51Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.\n As Guest Experience Manager & Quality Manager, you will be the subject expert for various projects to further improve Quality scores and Brand Standard Audit results and guest experience in Fairmont The Palm. You will be reporting to the Hotel Manager and you will aim to attain the highest standards of service excellence in accordance with the company guidelines.\nMAIN DUTIES\nPractice and adhere to brand standards to enhance customer service\nConduct regular assessments on the operational service standards through quality audit tools such as iAuditor to ensure a constant monitoring of staff performance and service gaps\nDevelop a statistical analysis of data collected from different review platforms and service touch points (such as Royal Service), and conduct monthly Quality meeting with Department Heads to discuss improvement opportunities\n“Keeper” of service standards for the property, translating them in to service flow, steps of service, and identifying gaps in the customer journey\nBe the liaison between LQA and the property, analyzing data and formulating action plans with each department after each audit\nAssume responsibility for increasing hotel’s Reputation Performance Score\nDrive the Quality committee\nDrive the TripAdvisor project, motivate the team to get more reviews, share ideas on how to improve the TripAdvisor ranking\nRespond to guest reviews for all business units on the following platforms: TripAdvisor, TrustYou, Booking.com, Google\nSupport and work with the Department Heads in the definition and continuous updating of SOPs and review of SOPs’ effectiveness\nWork with the Cluster Learning & Development Manager to develop a training plan for new joiners to go through the SOPs, and ensure regular SOP refresher trainings are conducted per department.\nParticipate in the Orientation of new joiners to give an overview about Brand Standards and Quality goals/KPIs\nContinually analyze business practices and identify opportunity for improvements, which could result in increase in revenue and/or cost savings, while also improving service quality\nObserve service behaviors of Heartist and ensure that all uniformed Heartist are properly attired and groomed, each wearing a nametag\nImprove service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.\nServe as a leader in displaying outstanding hospitality skills.\nEmpower Heartist to provide excellent customer service.\nEmphasize guest satisfaction during all departmental meetings and focus on continuous improvement.\n Job qualifications\nPrevious experience in a similar role, preferably within a luxury hotel.\nExcellent communication and interpersonal skills, with the ability to engage confidently with guests and colleagues at all levels.\nStrong guest service orientation, with a genuine passion for creating memorable and personalized guest experiences.\nStrong leadership and team management skills, with the ability to motivate, coach, and develop the guest experience team.\nExcellent problem-solving and complaint-handling skills, with the ability to manage challenging situations professionally and effectively.\nStrong organizational and attention-to-detail skills, with the ability to manage multiple priorities while maintaining high service standards.\n \"Why work for Accor?\nWe are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.\nBy joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/\nDo what you love, care for the world, dare to challenge the status quo!","description_format":"text","description_chars":4607,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Lifestyle","Travel & Tourism"],"lifecycle":[{"event":"open","at":"2026-10-01T02:02:37Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.822,"p_room":0.9,"age_days":15,"expected_fill_days":30,"reasons":["conf:2","velocity","win:mid","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/accor-group-guest-experience-quality-manager","json_url":"https://alion.io/job/accor-group-guest-experience-quality-manager.json","meta":{"generated_at":"2026-10-15T08:59:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13717,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8914},"rest":"https://alion.io/mcp/rest/get_company?id=8914"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faccor-group-guest-experience-quality-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faccor-group-guest-experience-quality-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faccor-group-guest-experience-quality-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/accor-group-guest-experience-quality-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faccor-group-guest-experience-quality-manager"}]}