Guest Experience Manager
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Key skills for this role
About the Role
Chinese Palace Group seeks a Guest Experience Manager for Din Tai Fung shops in Dubai to elevate and maintain exceptional guest experiences. The role involves developing service standards, managing guest feedback, training teams, and ensuring service excellence across all locations.
Key Skills for This Role
Responsibilities
- Develop and implement guest experience standards and service SOPs
- Monitor and ensure service quality aligns with brand expectations
- Engage with VIP and high profile guests to build long term relationships
- Handle guest complaints and special requests with professionalism
- Conduct regular service audits and mystery shopper evaluations
- Analyze guest feedback from Google, TripAdvisor, social media and implement improvements
- Design and deliver service training programs
- Collaborate with marketing on guest experience initiatives and events
Requirements
- Experience in guest experience management or similar role in luxury hospitality
- Strong understanding of service standards and quality control
- Excellent communication and interpersonal skills
- Ability to analyze guest feedback and implement improvements
- Experience in training and team development
Full Job Posting
Position Summary
- The Guest Experience Manager is responsible for elevating and maintaining exceptional guest experiences across all Din Tai Fung shops.
Key Responsibilities
- Develop and implement guest experience standards (Service SOPs)
- Monitor and ensure service quality aligns with DTF brand expectations
- Engage with VIP and high profile guests to build long term relationships
- Handle guest complaints and special requests with professionalism and efficiency
- Conduct regular service audits and mystery shopper evaluations
- Analyze guest feedback (Google, TripAdvisor, social media) and implement improvements
- Collaborate with kitchen and operations teams to ensure a seamless dining experience
- Collaborate with restaurant management teams to improve service consistency across all locations
- Design and deliver service training programs (etiquette, communication, product knowledge)
- Develop front of house team capabilities in luxury service delivery
- Coach supervisors and team leaders on operational excellence
- Promote a strong guest centric service culture
Brand Standards & Implementation
- Establish and maintain service standards aligned with Din Tai Fung branding
- Ensure consistency across all shops
- Support pre opening projects with service setup and standards implementation
Operational Support
- Collaborate with marketing on guest experience initiatives and events (festivals, VIP programs)
- Support loyalty programs and repeat guest strategies
- Develop strategies to increase guest retention, repeat visits, and brand advocacy
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