Assistant Manager - Guest Relation & Quality Assurance (Luxury Hotel Industry)

The Assistant Manager – Guest Relations & Quality Assurance is pivotal in enhancing the guest experience by integrating modern hospitality trends and delivering exceptional service engagement. This role emphasizes team leadership, operational excellence, staff development, and cultivating a positive environment that benefits both guests and employees.

Key Responsibilities:

• Provide motivational leadership and guidance to ensure team members embody the Club’s brand values while delivering exceptional experiences for members and guests.
• Lead staff briefings, organize training sessions, assess performance, and serve as the primary support for all Guest Relations personnel.
• Maintain comprehensive knowledge of the Club’s services, promotions, pricing, and policies to accurately inform members, visitors, and clients.
• Enhance productivity through efficient staffing, scheduling, coaching, and mentoring of team members.
• Address guest inquiries, concerns, and complaints; resolve issues promptly, document feedback, and follow up to ensure satisfaction.
• Foster strong working relationships across departments, assisting teams in overcoming operational challenges and achieving objectives.
• Develop, review, and implement Standard Operating Procedures (SOPs) to ensure departmental systems and documentation remain accurate and efficient.
• Collect and analyze member and guest feedback from multiple channels, deriving insights to improve Club services and offerings.
• Prepare management reports based on data analysis, identify root causes of challenges, and collaborate with department heads on improvement strategies.
• Coordinate special discounts or concessions with the Finance Manager, obtain approval from the Director of Operations, and document exceptions before informing relevant teams.
• Maintain accurate membership records, monitor expiries, and support renewal initiatives while promoting incentive programs to drive revenue.
• Build and sustain positive public relations with members, guests, and clients.
• Conduct regular training for operational teams focusing on service excellence and guest satisfaction.
• Ensure team members adhere to grooming standards and maintain a professional appearance.
• Participate in internal and external audits, support compliance requirements, and implement recommended corrective actions.
• Assist with annual manning budgets, CAPEX and OPEX planning, and ensure departmental targets are achieved.
• Manage the Guest Relations department budget, support promotional campaigns, and contribute to marketing initiatives that enhance awareness and revenue.
• Collaborate with HR on staff-related matters, promote teamwork, and enhance engagement through welfare programs and activities.
• Provide weekly progress reports and periodic updates to management as needed.
• Ensure adherence to all internal and external audit standards, including ISO and Supreme Committee regulations.

Qualifications:

• Bachelor’s Degree in Hospitality Management, Business Administration, or a related field.
• Previous experience in Guest Relations, Quality Assurance, or similar functions with proven leadership and supervisory skills.
• Minimum of 5 years in the hospitality industry, demonstrating ability to lead, train, and motivate teams to uphold high service standards.
• Strong knowledge of customer experience principles, quality assessment tools, and effective complaint resolution techniques.

Skills Required:

• Excellent team player with strong cross-department collaboration skills.
• Analytical thinker with effective problem-solving capabilities.
• Confident and professional demeanor when interacting with members, guests, and prospective clients.
• Ability to correspond professionally and independently.
• Strong customer service orientation.
• Exceptional verbal and written communication skills.
• Ability to collect, interpret, and present data effectively.
• High initiative and proactive mindset.
• Flexibility to work evenings, weekends, and holidays as operational needs require.

Job Types: Full-time, Permanent

Application Question(s):

• How many years of professional experience do you have as an Assistant Manager – Guest Relations & Quality Assurance in luxury hotel brands?
• Do you have a bachelor’s degree in Hospitality Management, Business Administration, or a related field?

Language:

• Arabic and English (Required)

Location:

• Doha (Required)