Performance Excellence Manager📣 Job Ad

About The Red Palace

The Red Palace, a historic landmark in Riyadh originally built in 1943, has been reimagined as an ultra-luxury boutique hotel. This establishment blends timeless elegance with contemporary sophistication, offering meticulously restored architecture, curated cultural experiences, and unparalleled service. The Red Palace aims to honor its legacy while delivering a modern interpretation of luxury, inviting guests into a world where tradition and innovation seamlessly converge.

The Role of Performance 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 The Red Palace. This full-time position, based in Riyadh, involves acting as the palace guest champion, translating guest insights, quality data, audit findings, and operational observations into practical actions that raise standards and improve performance. The role 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.

Key Responsibilities

• Manage the Voice of Guest process, identifying trends and translating insights into clear, measurable actions.
• Lead and support escalated service recovery for high-impact cases, ensuring empathy, pace, ownership, and appropriate follow-through.
• Design, coordinate, and deliver a structured Red Palace Excellence Programme with clear priorities and benefits.
• Lead risk-based quality walks, operational observations, and scheduled audits across all departments to validate SOP compliance.
• Map end-to-end guest journeys to identify friction points, service gaps, and operational hand-offs requiring improvement.
• Design and deliver targeted coaching, briefings, simulations, and micro-learning interventions linked to guest feedback and operational priorities.
• Build and maintain a Performance Excellence Dashboard covering guest experience, online reputation, audit scores, and service recovery metrics.
• Co-create corrective actions with departmental leaders, ensuring clear ownership, due dates, and follow-up mechanisms.
• Ensure quality observations and service improvement activities account for Fire, Life, Health, Safety, and Security requirements.

Core Capabilities and Skills

• Credibility and Trust: Builds credibility through ethical behavior, creates confidence through constructive communication, and handles matters with discretion.
• Adaptability and Professionalism: Understands personal impact, adapts approach to different stakeholders, seeks feedback, and maintains composure under pressure.
• Collaboration and Influence: Builds capability and confidence in others through coaching, creates alignment around service expectations, and encourages open discussion of performance gaps.
• Strategic Insight and Problem Solving: Anticipates guest experience risks, uses insight to focus on high-impact issues, and identifies patterns and root causes.
• Business Acumen: Applies operational, commercial, and quality insight to decision-making, understanding the relationship between guest experience and financial performance.
• Accountability and Execution: Takes ownership for quality processes, sets clear expectations, tracks progress consistently, and holds self and others to high standards.

Work Environment and Expectations

This full-time role requires a highly visible presence on the floor and within the heart-of-the-house. The successful candidate will possess a warm, credible, and engaging demeanor, with the ability to coach leaders and colleagues, build confidence, identify root causes, and convert improvement opportunities into sustained operational habits. The position is based in Riyadh.

Application Process

Candidates interested in this Performance Excellence Manager position at Boutique Group are invited to apply.