Guest Experience Manager

About the Company

Join a prestigious hotel within the Accor network, which encompasses over 45 brands, 5,500 hotels, and 10,000 dining and lifestyle venues worldwide. This hotel offers abundant opportunities for personal growth and career progression. Every smile, gesture, and action contributes to a positive and unforgettable experience for guests, colleagues, and the environment. Together, the team embraces the vision of responsible hospitality and the Heartist® spirit to bring heartfelt service to life.

Role Overview

As the Guest Experience Manager, you will oversee every moment of the guest journey, ensuring interactions embody warmth, refinement, and bespoke service. You will craft exceptional experiences that inspire lasting memories and genuine connections from arrival to departure.

Key Responsibilities

• Lead and nurture the entire guest experience, exceeding luxury service standards at all touchpoints.
• Promote a culture of personalized hospitality that delivers unique and memorable guest interactions.
• Conduct routine quality audits across guest rooms, common spaces, restaurants, and other guest areas to maintain superior presentation and service quality.
• Ensure adherence to brand guidelines and hotel quality standards, driving continuous enhancements.
• Analyze guest feedback, including online reviews and satisfaction surveys, to detect trends, formulate action plans, and improve service.
• Work closely with operational leaders to implement improvements, address quality issues, and achieve operational excellence.
• Provide engaging training, coaching, and service refreshers to empower team members to deliver exceptional guest experiences.
• Manage guest complaints and service recovery with professionalism and empathy, aiming for prompt and satisfactory resolutions.
• Monitor service standards within departments and suggest innovative initiatives to boost guest satisfaction and loyalty.
• Maintain compliance with health, safety, hygiene, and applicable local regulations affecting hotel operations.
• Compile detailed reports assessing quality and guest experience, sharing key findings and recommendations with senior management.
• Cultivate a culture of continuous improvement, innovation, and cooperation to motivate the team in creating impactful guest experiences.

Qualifications & Skills

• Previous experience in guest experience, quality assurance, front office, rooms division, or luxury hotel management.
• A strong enthusiasm for luxury hospitality and delivering personalized, memorable experiences.
• Exceptional leadership, coaching, interpersonal, and communication abilities.
• Proven analytical skills with a keen eye for detail and problem-solving capabilities.
• Familiarity with guest satisfaction platforms and quality management systems is advantageous.
• Ability to excel in a fast-moving environment while upholding top-tier service quality.
• Proficient in written and spoken English; additional languages are a plus.

Employee Benefits

• Access to an employee benefit card that offers discounted stays at Accor hotels worldwide.
• Opportunities for ongoing learning and development through Accor Academies.
• Career advancement prospects within the hotel and across the global Accor network.
• Participation in meaningful sustainability and Corporate Social Responsibility efforts, including Planet 21.
• Join a passionate team celebrating creativity, individuality, and true hospitality.

Additional Information

Team & Work Environment: The team is dedicated to making unforgettable moments inspired by genuine Qatari warmth and generosity.

Diversity & Inclusion: The company values inclusivity and is committed to recruiting and promoting a diverse workforce.

About the Hotel: Alwadi Hotel Doha is the inaugural MGallery boutique hotel located in Msheireb Downtown Doha, featuring 213 luxurious rooms and suites, a grand ballroom, multiple meeting rooms, varied dining options, a spa, and a pool. It is conveniently situated just 15 minutes from Hamad International Airport and 10 minutes from West Bay, serving both business and leisure travelers.