Excellence Manager

The Performance Excellence Manager is an operational quality and capability role accountable for strengthening service execution, guest experience performance, and continuous improvement across Red Palace. The role acts as the palace guest champion, translating guest insight, quality data, audit findings, and operational observations into practical actions that raise standards and improve performance.

Working closely with the Hotel Manager, Director of Organisational Readiness, Learning & Development, Quality, and departmental leaders, the role ensures that service expectations are understood, practised, measured, and embedded in daily routines. The position supports both pre‑opening readiness and live operational performance, with a clear focus on Forbes, LQA, guest feedback, service recovery, standards compliance, and colleague capability.

The Performance Excellence Manager is highly visible on the floor and trusted in the heart‑of‑the‑house. The role requires a warm, credible, and engaging presence, with the ability to coach leaders and colleagues, build confidence, identify root causes, and convert improvement opportunities into sustained operational habits.

• Own the Voice of Guest process across guest surveys, online reviews, social listening, direct feedback, and operational observations.
• Identify trends, recurring issues, and moments that matter, translating insight into clear actions with owners, timelines, and measurable outcomes.
• Lead and support escalated service recovery for high‑impact cases, ensuring empathy, pace, ownership, and appropriate follow‑through.
• Coach leaders and operational teams to close the loop with guests and colleagues, ensuring that feedback leads to visible improvement.
• Support the consistent execution of guest‑facing SOPs, service behaviours, and the Boutique Group Legacy of Service across all departments.

• Design, coordinate, and deliver a structured Red Palace Excellence Programme with clear priorities, milestones, and benefits.
• Lead regular Excellence Clinics to review guest feedback, audit gaps, recurring defects, and corrective actions with departmental leaders.
• Establish practical standards libraries, playbooks, quick reference guides, and service tools that make expectations simple to understand and apply.
• Champion a solutions‑focused service mindset, ensuring colleagues are equipped to offer alternatives, resolve issues, and avoid unnecessary service barriers.
• Pilot service improvement initiatives on a small scale, measure impact, and support the roll‑out of ideas that demonstrably improve the guest and colleague experience.

• Lead risk‑based quality walks, operational observations, and scheduled audits across Rooms, Front Office, Food and Beverage, Spa, Engineering, and support functions.
• Validate SOP compliance through observation rubrics, scoring tools, and calibration with Heads of Department to ensure consistent interpretation of standards.
• Map end‑to‑end guest journeys to identify friction points, service gaps, and operational hand‑offs requiring improvement.
• Coordinate focused improvement sprints with clear success criteria, ownership, and follow‑up mechanisms.
• Capture learning from guest incidents, service failures, near misses, and operational defects, ensuring corrective actions are embedded into daily practice.

• Design and deliver targeted coaching, briefings, simulations, role plays, and micro‑learning interventions linked directly to guest feedback, audit results, and operational priorities.
• Coach Heads of Department, Assistant Managers, supervisors, and departmental trainers to deliver effective daily coaching and reinforcement.
• Partner with Learning & Development to ensure training interventions address real operational gaps and improve service execution.
• Translate quality findings into practical learning assets, refreshers, and quick guides that strengthen colleague confidence and consistency.
• Track adoption and effectiveness of interventions, adjusting content and coaching approaches based on evidence and operational feedback.