Guest Experience & Quality Assurance Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Experience & Quality Assurance Manager

Fairmont Sirru Fen Fushi Maldives

Job Description

- As the project leader, he/she should support RM to lead and grow all Guest Experience initiatives within the property

- Focuses on guest satisfaction when identifying business improvement opportunities

- Represent the guests' voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision...)

- Encourage staff to invite guests to answer to the hotel guest satisfaction survey

- Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex

- Manage responses to all guest feedback, as per AccorHotels' recommendation

- Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)

- Performing root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation

- Deep Dive on Member's experience and satisfaction and work closely with the loyalty activist

- Conduct weekly HOD meeting to communicate performance, support and follow up on action plans

- Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences

- Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC)

- Conducts Guest Experience Management induction for new hires

- Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders

- Is fully knowledgeable about the brand essentials (standards), checks and ensures full implementation across all departments

- Review and follow up on action plans proposed by each department post-mystery audit

- Take the initiative to actively implement daily / weekly cross-department assessments and appoint staff and empower them in doing the task

- Conduct quarterly full self-assessments

- Set internal target to ensure the highest audit score during the mystery audit

Work Experience

Knowledge and Experience

- Bachelor's Degree in Hospitality or related areas;

- Strong user knowledge of Microsoft Outlook and Microsoft Office tools;

- Experience in 5-star Hospitality required;

- Strong background in hotel operations; (minimum of 5 years in hotel operations including at least 2 years as a Duty Manager / Assistant Manager position)

- Strong experience with the setup and management of a Quality Management System;

- Experience in partnering and working closely with different stakeholders at various levels

Competencies

- Perfectly fluent in English, Other Languages will be a Plus(Russian/Korean....)

- Strives to be approachable at all times particularly during workloads peaks

- Analytical

- Team player

- Excellent communicator

- Able to influence

- Detail-oriented

- Innovative, creative

- Organized

- Accountable

- People-oriented

- Multi-disciplinary, multi-tasked

- Passion for people and for best-in-class service

Benefits

To be discussed