Job title: Customer Excellence Manager
Report to: Complex General Manager
Company Overview
Through its role as an investor, developer, and operator of various Entertainment offerings Kingdom-wide, SEVEN aims to be the leader of an entertainment ecosystem in Saudi Arabia, facilitating the presence of both international & local brands and unlocking the entertainment sector across Saudi Arabia with a mission to become the national entertainment champion.
SEVEN seeks to enhance the quality of life of Saudi nationals and residents and meet their recreational expectations and needs with a wide number of entertainment projects that are planned to take place in the next 8 years.
Role Purpose
The Guest Excellence Manager is responsible for monitoring guest satisfaction, addressing feedback, training staff, and implementing process improvements to consistently deliver exceptional service and exceed guest expectations. This role is crucial in ensuring that SEVEN's complexes provide a world-class guest experience by fostering a culture of continuous improvement, high standards, and proactive service delivery.
Role Responsibilities
- Monitor guest satisfaction levels across all complexes, utilizing tools such as surveys, feedback forms, and direct interactions.
- Implement and oversee a system for responding to guest complaints and inquiries promptly and professionally, ensuring a positive resolution for all parties.
- Develop and deliver training programs for guest-facing staff, ensuring they have the skills and knowledge to provide exceptional service.
- Promote a guest-first culture within the organization, encouraging staff to go above and beyond in their interactions with guests.
- Identify and implement process improvements that enhance the guest experience, streamline operations, and reduce response times.
- Develop and track key performance indicators (KPIs) related to guest satisfaction, service quality, and operational efficiency.
- Prepare and present regular reports to senior management, highlighting successes, challenges, and areas for further improvement.
- Use data-driven insights to inform decision-making and prioritize initiatives that will have the greatest impact on guest satisfaction.
- Work closely with the operations team to ensure that guest excellence strategies are aligned with overall business goals.
Role Minimum Qualification
- Bachelor's degree in Business Administration, Hospitality Management, or a related field.
- Certification in Customer Service Excellence, Six Sigma, or a related field is preferred.
- 5-7 years of experience in guest service management role, preferably within the hospitality, entertainment, or retail industries.
- Proven experience in leading teams, driving process improvements, and enhancing guest satisfaction.
- Strong analytical, communication, and leadership skills, with a passion for delivering exceptional guest experiences.
- Must be able to work independently and perform manual handling tasks, including lifting up to 5kg.
LinkedIn Application Start date: October 28, 2024
LinkedIn Application End date: November 7, 2024
