Director of Guest Experience and Quality

Executive - Guest Experience & Quality

98 Acres Resort & Spa - Ella

Responsible for monitoring, analyzing, and enhancing the overall guest journey through the collection and interpretation of guest feedback, operational data, and service performance metrics. Works closely with operational teams to identify trends, uncover improvement opportunities, and implement initiatives that drive guest satisfaction, loyalty, and brand reputation.

Key Responsibilities:

• Monitor guest satisfaction scores, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other service quality metrics.
• Preparing daily and monthly performance trackers of online reviews and reputation.
• Monitoring all reviews and negative review escalation.
• Monitoring review responses and ensuring a response rate of 100% is maintained.
• Carrying out spot audits and surveys.
• Collecting, analyzing, and interpreting guest feedback from surveys, online reviews, social media, and direct guest interactions.
• Identifying recurring issues, service gaps, and opportunities to improve the guest experience.
• Preparing detailed reports and dashboards highlighting trends and insights.
• Maintaining accurate guest experience databases and reporting systems.
• Develop regular performance reports for management teams.
• Benchmark results against industry standards and organizational targets.

Professional Qualifications and Experience:

• Bachelor's Degree in Hospitality Management, Business Administration, Marketing, Data Analytics, or a related field.
• 2-5 years of experience in guest experience, customer service, hospitality operations, quality management, or data analysis.
• Experience working with guest feedback platforms and survey tools.

Interested candidates are requested to email their CV to careers@vellaglobal.com with the subject line "Executive Guest Experience & Quality"