Performance Excellence Manager

About The Red Palace

A symbol of Saudi Arabia’s heritage, The Red Palace stands as an extraordinary landmark in Riyadh, now reimagined as an ultra-luxury boutique hotel. Originally built in 1943, this historic Palace has been transformed into a masterpiece of refined hospitality, blending timeless elegance with contemporary sophistication.

Nestled in the heart of the capital, The Red Palace offers an exclusive glimpse into the Kingdom’s storied past, featuring meticulously restored architecture, curated cultural experiences, and unparalleled service. Every detail has been thoughtfully designed to honor its legacy while delivering a modern interpretation of luxury. At The Red Palace, we invite guests to step into a world of history, prestige, and indulgence, where tradition and innovation seamlessly come together.

Job Details

Job Title: Performance Excellence Manager

Reports to: Organization Readiness Director

Job Purpose

The Performance Excellence Manager is the Red Palace’s guest champion and capability builder. You bring a warm, kind and engaging presence, visible on the floor and trusted in the heart‑of‑the-house. You develop people as much as programmes. You translate guest insight into practical action, motivate teams to higher standards, and refine processes so service feels effortless. You lead the Voice of Guest, readiness for Forbes and LQA, and continuous improvement cycles that raise both experience and performance. Success is measured by delighted guests, confident colleagues, stronger standards compliance, and sustained gains in quality KPIs.

Responsibilities:

Guest Experience

• Own the Voice of Guest across surveys, reviews, social listening and direct feedback. Find patterns, prioritise what matters, and turn insight into action with clear owners and timelines.
• Lead escalated service recovery for high impact cases. Coach leaders to recover with empathy and pace, and to close the loop with guests and colleagues.
• Ensure consistent execution of guest facing SOPs across departments, including the deliver of our Legacy of Service.
• Prepare teams for Forbes and LQA through briefings, on floor simulations and rapid fixes. Share “You said, we did” so colleagues see impact and guests feel heard.

Service Excellence Programs

• Design and lead a multi stage Red Palace Excellence Programme with a published roadmap, milestones, and defined benefits. Align with ExCom and keep delivery on track.
• Run a weekly Excellence Clinic to remove root causes, share wins, and align next actions.
• Establish a standards library and practical playbooks so “what great looks like” is simple to learn and easy to apply.
• Pilot new ideas in a “CX Lab” approach, test in small scale, measure uplift, then scale what works.
• Champion an “offer solutions and never say no” mindset in language and behaviour across the palace.

Operational Quality Oversight

• Lead risk based quality walks and scheduled audits across rooms, front office, F and B, spa and engineering, with focus on moments that matter to the guest.
• Validate SOP compliance using observation rubrics and scoring tools. Calibrate with HODs so expectations stay consistent.
• Map end to end guest journeys, identify failure points, and run short improvement sprints with clear success criteria.
• Capture learning from incidents and near misses, and convert fixes into everyday habits.

Coaching and Capability

• Design and deliver high impact coaching that sticks, from micro learning to simulations and role plays. Build confidence and presence as well as technique.
• Create train the trainer tools and coach HODs and supervisors to deliver daily coaching moments.
• Translate audit findings and guest feedback into targeted refreshers and quick reference guides.
• Track adoption and effectiveness of training, and adjust content based on results.

KPI Tracking & Reporting

• Build and maintain a Performance Excellence Dashboard covering GES and online reputation, LQA and Forbes readiness, service recovery cycle time, first contact resolution, complaint ratios, audit scores, and training adoption.
• Issue a concise weekly narrative that highlights risks, trends and next actions rather than just numbers.
• Track the ageing and closure of corrective actions, and escalate where timelines slip.

Corrective Actions & Collaboration

• Co create corrective actions with HODs that have clear owners, due dates and measurable outcomes.
• Partner with L and D to deliver interventions linked directly to audit gaps and guest feedback.
• Support pre opening inspections and internal readiness reviews. Manage snag lists to closure.
• Convene a monthly Quality Council with ExCom to unblock issues and lock in improvements.

Future Focus and Innovation

• Benchmark against leading luxury brands and scan for emerging CX practices. Test and adopt tools that enable proactive service and faster recovery.
• Work with IT and Data to improve insight flows, automate simple checks, and enable timely triggers for personal service.

Reporting

• Maintain accurate, audit ready records of audits, action plans, service recovery logs and guest insight dashboards.
• Prepare concise updates for ExCom and brand partners that show achievements, risks and mitigations.

Qualifications

• Bachelor's degree in Hospitality, Quality Management, or related field.
• Strong knowledge of hospitality audits, guest feedback tools, and SOP compliance.
• Fluent in English; Arabic language is an advantage.