Guest Experience Manager

Role Overview

The Guest Experience Manager will lead service quality and guest satisfaction across all Din Tai Fung outlets in Dubai. Reporting to the Head of Quality Assurance within the Quality & Excellence department, this position focuses on shaping a polished, consistent, and memorable dining experience that matches the brand’s service expectations. The role is centered on strengthening guest loyalty, improving service delivery, and driving ongoing enhancements across locations.

Guest Experience Management

• Create and roll out service standards and SOPs for guest-facing teams.
• Track service performance to make sure it meets Din Tai Fung’s brand benchmarks.
• Build and maintain relationships with VIP and high-profile guests.
• Respond to guest complaints and special requests in a prompt, courteous, and effective manner.

Quality Control and Continuous Improvement

• Carry out routine service audits and mystery shopper reviews.
• Review feedback from platforms such as Google, TripAdvisor, and social media, then turn insights into improvements.
• Work closely with kitchen and operations teams to create a smooth end-to-end dining experience.
• Partner with restaurant management to raise service consistency across every outlet.

Training and Team Development

• Develop and deliver training on etiquette, communication, and product knowledge.
• Strengthen front-of-house teams’ ability to deliver luxury-level service.
• Coach supervisors and team leaders to improve operational performance.
• Foster a strong culture focused on guests and service excellence.
• Guide restaurant leaders and frontline staff on best practices for guest handling and service recovery.

Brand Standards and Implementation

• Set up and uphold service standards that reflect Din Tai Fung’s brand identity.
• Ensure a uniform guest experience across all shops.
• Contribute to pre-opening initiatives by helping establish service processes and standards.

Operational Support

• Coordinate with marketing on guest experience initiatives, events, festivals, and VIP programs.
• Support loyalty initiatives and strategies that encourage repeat visits.
• Develop plans to improve guest retention, advocacy, and return business.

Additional Information

This is a full-time onsite role based in Dubai, Dubai, United Arab Emirates, supporting Din Tai Fung Shops within the Quality & Excellence department.