Process Manager - Guest Experience
Your tasks
We are seeking a seasoned Process Manager – Guest Experience based in Abu Dhabi to design, implement, and refine guest service processes across our hospitality operations. You will ensure seamless, high-quality experiences for all guests by collaborating with cross-functional teams, driving continuous improvement initiatives, and upholding brand standards.
- Develop, document, and optimize end-to-end guest experience processes
- Collaborate with operations, front-of-house, and support teams to ensure process adherence
- Monitor key performance indicators (KPIs) related to guest satisfaction and process efficiency
- Lead root cause analysis and implement corrective actions to address service gaps
- Design and deliver training programs to instill best practices across teams
- Coordinate with quality assurance to maintain compliance with brand and regulatory standards
- Gather and analyze guest feedback to inform process enhancements
- Drive a culture of continuous improvement and service excellence
Requirements
Required qualifications
- Bachelor’s degree in Hospitality Management, Business Administration, or related field
- 5–7 years of experience in operations management or guest experience roles within the hospitality industry
- Proven track record of designing and improving customer experience processes
- Strong leadership and stakeholder management skills
- Excellent communication and interpersonal abilities
- Ability to analyze data, identify trends, and implement process improvements
- Familiarity with standard hospitality quality and safety regulations
Preferred qualifications
- Certification in Lean Six Sigma or equivalent process improvement methodology
- Master’s degree in Hospitality Management or Business Administration
- Experience in luxury hotel or resort operations
- Knowledge of local regulations and cultural nuances in Abu Dhabi
- Proficiency in Arabic or other regional languages
- Experience with guest feedback platforms and survey tools
Other
Position details *Position title: Process manager – Guest experience Location: Abu Dhabi, United Arab Emirates Industry: Hospitality / Hotels / Tourism Experience required:** 5+ years