Job Description

The

Assistant Manager - Guest Relations & Quality Assurance

is pivotal in enhancing the guest experience by integrating modern hospitality trends and delivering exceptional service engagement. This role emphasizes team leadership, operational excellence, staff development, and cultivating a positive environment that benefits both guests and employees.

Key Responsibilities:

Provide motivational leadership and guidance to ensure team members embody the Club's brand values while delivering exceptional experiences for members and guests. Lead staff briefings, organize training sessions, assess performance, and serve as the primary support for all Guest Relations personnel. Maintain comprehensive knowledge of the Club's services, promotions, pricing, and policies to accurately inform members, visitors, and clients. Enhance productivity through efficient staffing, scheduling, coaching, and mentoring of team members. Address guest inquiries, concerns, and complaints; resolve issues promptly, document feedback, and follow up to ensure satisfaction. Foster strong working relationships across departments, assisting teams in overcoming operational challenges and achieving objectives. Develop, review, and implement Standard Operating Procedures (SOPs) to ensure departmental systems and documentation remain accurate and efficient. Collect and analyze member and guest feedback from multiple channels, deriving insights to improve Club services and offerings. Prepare management reports based on data analysis, identify root causes of challenges, and collaborate with department heads on improvement strategies. Coordinate special discounts or concessions with the Finance Manager, obtain approval from the Director of Operations, and document exceptions before informing relevant teams. Maintain accurate membership records, monitor expiries, and support renewal initiatives while promoting incentive programs to drive revenue. Build and sustain positive public relations with members, guests, and clients. Conduct regular training for operational teams focusing on service excellence and guest satisfaction. Ensure team members adhere to grooming standards and maintain a professional appearance. Participate in internal and external audits, support compliance requirements, and implement recommended corrective actions. Assist with annual manning budgets, CAPEX and OPEX planning, and ensure departmental targets are achieved. Manage the Guest Relations department budget, support promotional campaigns, and contribute to marketing initiatives that enhance awareness and revenue. Collaborate with HR on staff-related matters, promote teamwork, and enhance engagement through welfare programs and activities. Provide weekly progress reports and periodic updates to management as needed. Ensure adherence to all internal and external audit standards, including ISO and Supreme Committee regulations.

Qualifications:

Bachelor's Degree in Hospitality Management, Business Administration, or a related field. Previous experience in Guest Relations, Quality Assurance, or similar functions with proven leadership and supervisory skills. Minimum of 5 years in the hospitality industry, demonstrating ability to lead, train, and motivate teams to uphold high service standards. Strong knowledge of customer experience principles, quality assessment tools, and effective complaint resolution techniques.

Skills Required:

Excellent team player with strong cross-department collaboration skills. Analytical thinker with effective problem-solving capabilities. Confident and professional demeanor when interacting with members, guests, and prospective clients. Ability to correspond professionally and independently. Strong customer service orientation. Exceptional verbal and written communication skills. Ability to collect, interpret, and present data effectively. High initiative and proactive mindset. Flexibility to work evenings, weekends, and holidays as operational needs require.
Job Types: Full-time, Permanent

Application Question(s):

How many years of professional experience do you have as an Assistant Manager - Guest Relations & Quality Assurance in luxury hotel brands? Do you have a bachelor's degree in Hospitality Management, Business Administration, or a related field?
Language:

Arabic and English (Required)
Location:

* Doha (Required)