Guest Service Delivery Officer

Job Description

To provide operational and administrative support to the Guest Service Delivery department by coordinating service performance activities, consolidating performance data, maintaining documentation, and liaising with internal stakeholders.

To monitor compliance with service delivery standards to ensure a consistent and elevated hospitality experience across all guest touchpoints.

To plan and conduct targeted or end-to-end guest experience audits, mystery shopping, and observations, along with follow-up activities including reporting, and support the implementation of corrective and preventive actions within the scope of the Hospitality Excellence Program.

The role also supports the day-to-day operations of the Guest Service Delivery department, including the ongoing management of guest satisfaction and Net Promoter Score (NPS), participation in working groups and task forces with stakeholders, management of audit findings, and full...