Head of Guest Experience & Quality

Head of Guest Experience & Quality | Sri Lankan Conglomerate (Hospitality Division)

Role Overview 

Our client, a prestigious and well-established conglomerate in Sri Lanka with a diverse footprint in manufacturing, trading, and distribution, is seeking a high-energy Head of Guest Experience and Quality. This strategic role is designed to elevate service standards and solidify the organization’s reputation for excellence within its hospitality interests. You will be responsible for the end-to-end guest journey, utilizing data-driven insights from online platforms and direct feedback to eliminate service gaps, mentor department heads, and ensure every guest touchpoint reflects the premium quality the brand is known for.

Key Responsibilities

Reputation Management & Digital Presence

• Online Stewardship: Monitor and proactively manage the organization’s digital reputation across critical platforms, including Booking.com, Google, and TripAdvisor.

• Feedback Loop: Analyze guest reviews and sentiment to identify root causes of friction and implement rapid corrective actions.

• KPI Tracking: Maintain and report on guest satisfaction metrics, review scores, and performance dashboards to ensure consistent upward trends in guest sentiment.

Service Excellence & Quality Control

• Cross-Departmental Collaboration: Partner with department heads to harmonize service delivery and ensure a seamless, high-quality experience across all operational areas.

• Continuous Improvement: Drive innovative initiatives to strengthen the overall guest experience, fostering a culture of “exceeding expectations.”

• Standards Auditing: Conduct regular quality assessments to ensure adherence to established hospitality benchmarks and corporate service protocols.

Training & Human Capital Development

• Curriculum Design: Develop and execute bespoke training programs tailored to address specific service gaps identified through guest data.

• Coaching: Mentor frontline staff and management on the latest Service Quality and Customer Experience (CX) methodologies.

• Service Culture: Champion a guest-centric mindset throughout the organization, ensuring every employee understands their role in the guest’s journey.

Required Skills & Qualifications

• Education: Degree or Diploma in Hospitality Management.

  • Professional certification in Service Quality or Customer Experience (CX) is a significant advantage.

• Experience: * 5–8 years of progressive experience in the hospitality industry.

  • Proven focus on guest experience, quality management, or professional training.

• Technical Proficiency:

  • Strong command of modern Online Reputation Management (ORM) platforms.

  • Advanced capability in data analysis—translating feedback into actionable service improvement strategies.

• Core Competencies:

  • Leadership: Exceptional interpersonal and leadership skills to influence change across different departments.

  • Communication: Sophisticated verbal and written communication skills to handle guest escalations and internal reporting.

  • Analytical Rigor: A meticulous approach to performance metrics and root-cause analysis.

About the Opportunity

This role offers a unique platform to join one of Sri Lanka’s most respected industrial groups during an exciting phase of service transformation. If you are a proactive leader with a passion for excellence and a “guest-first” philosophy, we invite you to apply.

Are you ready to redefine the standard of Sri Lankan hospitality? Interested candidates are encouraged to send their CVs to jobs@mindplus.global for a confidential review.

More information

Job Location : Colombo, Sri Lanka
City : Colombo
Company Name : Mind Plus 

More Jobs