Manager of Service Excellence

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Description

Position Summary:

The Manager of Service Excellence is responsible for elevating and maintaining Forbes Travel Guide standards across all guest touchpoints at Palm House. This role leads the design, implementation, and continuous improvement of service training programs, ensuring a consistent, luxury-level guest experience that reflects the brand’s values and positioning.

Key Responsibilities

Service Standards & Forbes Alignment

• Champion Forbes Travel Guide standards and ensure consistent execution across all departments.
• Conduct regular service audits, walkthroughs, and spot checks to identify opportunities for improvement.
• Partner with department leaders to address service gaps and implement corrective action plans.
  
  

Training & Development

• Develop and deliver onboarding and ongoing training programs focused on luxury service, guest engagement, and brand standards.
• Lead interactive training sessions, workshops, and role-playing exercises.
• Create and maintain training materials, SOPs, and service guidelines.
  
  

Guest Experience Enhancement

• Analyze guest feedback, reviews, and internal reports to identify trends and areas for improvement.
• Collaborate with operations teams to elevate the overall guest journey.
• Support the resolution of guest concerns with a focus on service recovery and excellence.
  
  

Leadership & Collaboration

• Partner with department heads to foster a culture of service excellence and accountability.
• Coach and mentor team members and supervisors on service behaviors and expectations.
• Act as a role model for luxury hospitality standards and professional conduct.
  
  

Quality Assurance & Performance Tracking

• Monitor KPIs related to guest satisfaction, service scores, and Forbes evaluations.
• Prepare reports and provide insights to leadership on service performance.
• Support preparation for Forbes inspections and audits.
  
  

Qualifications

• Minimum 3–5 years of experience in luxury hospitality, training, or guest experience roles.
• Strong knowledge of Forbes Travel Guide standards preferred.
• Exceptional communication, presentation, and interpersonal skills.
• Proven ability to train, coach, and influence teams at all levels.
• Detail-oriented with a passion for delivering exceptional guest experiences.
  
  

Key Competencies

• Service Excellence Mindset
• Attention to Detail
• Leadership & Influence
• Communication & Presentation Skills
• Problem Solving & Adaptability
• Collaboration & Teamwork
  
  

Work Environment

• Fast-paced luxury hospitality setting.
• Requires flexibility with schedule, including evenings, weekends, and holidays as needed.
• This role is instrumental in ensuring Palm House delivers a consistently exceptional, Forbes-level guest experience.