Head of Guest Experience & Quality
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Job Location:
Monthly Salary:
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
About the Company
Our client is a well-established conglomerate in Sri Lanka engaged in manufacturing trading and distribution. The company is recognized for its quality products strong industry presence and commitment to operational excellence.
Job Overview
Our client is seeking a dynamic Head of Guest Experience and Quality to enhance service standards and maintain an excellent online reputation. The role focuses on analysing guest feedback improving service delivery and driving consistent guest satisfaction across all touchpoints.
Key Responsibilities:
- Monitor and manage online reviews across platforms such as Google and TripAdvisor.
- Analyse guest feedback to identify root causes and implement corrective actions.
- Collaborate with department heads to improve service quality and guest satisfaction.
- Develop and conduct training programs based on guest feedback and service gaps.
- Track and maintain guest satisfaction KPIs review scores and performance dashboards.
- Drive continuous improvement initiatives to strengthen overall guest experience.
Qualifications:
- Degree or Diploma in Hospitality Management.
- Professional certification in Service Quality or Customer Experience (CX) will be an added advantage.
- 58 years of experience in the hospitality industry with focus on guest experience quality or training.
- Strong knowledge of online reputation management platforms.
- Excellent analytical communication and leadership skills.
- Ability to analyse data and implement service improvement strategies.
Key Skills
- Bilingual
- Linux Administration
- Documentation
- LNG
- Entry Level Finance
