Head of Guest Experience & Quality – Vella Corporate (Pvt) Ltd

Head of Guest Experience & Quality – Vella Corporate (Pvt) Ltd

Vella Corporate (Pvt) Ltd is looking for a dynamic Head of Guest Experience & Quality for a full-time position based in Colombo 07. This leadership role focuses on elevating guest experiences and maintaining a top-tier online reputation through actionable insights.

Key Responsibilities

• Reputation Management: Actively monitor and manage the company’s presence across platforms like Booking.com, Google, and TripAdvisor.

• Root Cause Analysis: Investigate guest feedback deeply to identify and prevent recurring issues behind negative reviews.

• Strategic Collaboration: Work with Department Heads to implement targeted action plans that address service gaps.

• Data-Driven Training: Design and deliver training programs based on real-time feedback to ensure consistent service standards.

• Performance Tracking: Maintain dashboards to measure sentiment analysis, review scores, and overall guest satisfaction KPIs.

Who They Are Looking For

• Education: Must hold a Degree or Diploma in Hospitality Management.

• Experience:

  • 5 to 8 years of experience in the hospitality industry with a clear focus on service quality or training.

  • A proven track record in guest experience management and understanding online reputation ecosystems.

• Specialization: Professional certification in Service Quality or Customer Experience (CX) is highly preferred.

• Skills:

  • Analytically minded with the ability to translate data into strategy.

  • Expert communicator capable of navigating tough conversations with Department Heads and inspiring frontline staff.

How to Apply

• Email: Send your resume to careers@vellaglobal.com.

• Subject Line: Use “Head of Guest Experience & Quality” as the subject.

• Office Address: No. 76/1, Flower Road, Colombo 07, Sri Lanka.