Responsible for leading and implementing quality assurance initiatives at the property level by ensuring alignment with company mission, vision, brand standards, guest expectations, and continuous improvement goals. The role involves monitoring hotel performance, analysing guest feedback and quality trends, driving improvement initiatives, conducting audits, ensuring compliance with brand standards, and collaborating with Operations Leaders and management teams to resolve issues through effective problem-solving and root cause analysis. The position also supports service quality enhancement by coaching teams, facilitating training, managing quality tools such as GuestVoice and BSA, and driving action plans to improve guest satisfaction, operational performance, and overall hotel standards.
Serve as the point of contact for clients and communicate with them by phone and email to respond to questions and requests. Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Transmit information or documents using a computer, mail, or facsimile machine, including proofreading and editing written information to ensure accuracy and completeness. Enter and locate work-related information using computers and/or point of sale systems.
...