Job Summary
Marzoqi Global Travel & Hospitality Ltd is seeking an experienced and service-focused Director of Guest Experience to lead guest service strategy, improve customer journeys, and ensure exceptional standards across travel and hospitality operations. This role is ideal for a strong hospitality leader who can manage teams, enhance service quality, support client satisfaction, and create memorable guest experiences.
What You'll Do
- Lead the overall guest experience strategy across travel and hospitality services.
- Oversee guest relations, customer service, bookings support, and service delivery standards.
- Manage guest experience teams, supervisors, and operational support staff.
- Monitor guest feedback, satisfaction scores, service quality, and performance metrics.
- Develop service improvement plans to enhance customer journeys and guest loyalty.
- Work with travel partners, suppliers, clients, and internal teams to ensure smooth service delivery.
- Resolve escalated guest concerns with professionalism and practical solutions.
- Support staff training, coaching, performance management, and service culture development.
- Prepare guest experience reports, operational updates, and improvement recommendations.
- Ensure company standards, customer care procedures, and hospitality best practices are followed.
Requirements
- Experience in guest experience, hospitality management, travel operations, customer service leadership, hotel operations, tourism, or a related field is preferred.
- Previous senior leadership or management experience is highly desirable.
- Strong understanding of guest relations, service recovery, customer journey improvement, and hospitality standards.
- Excellent communication, leadership, organisation, and problem-solving skills.
- Ability to manage teams, service priorities, guest expectations, and operational deadlines.
- Comfortable using email, booking systems, CRM platforms, Microsoft Office, reporting tools, and hospitality management software.
- Professional, calm, and customer-focused approach to service delivery.
- Applicants with strong hospitality, travel, tourism, or customer experience leadership are encouraged to apply.
Why Work With Us
- Competitive salary package.
- Supportive and professional working environment.
- Career progression and leadership development opportunities.
- Ongoing training and professional support.
- Opportunity to shape guest experience standards within a growing travel and hospitality company.
Pay: £4,800.00-£8,200.00 per month
Benefits:
- Canteen
- Company events
- Employee stock purchase plan
- Free fitness classes
- Free parking
- Private medical insurance
- Shuttle service provided
Work Location: In person
