Learning Quality Manager

Formulate and structure the hotel quality committee ensuring engagement and participation from Hotel leadership operation Team.

Support General Manager in reviewing and analyzing hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, Mystery Shop etc.) on a regular basis and provide a clear understanding of the root cause of the issues and areas to improve.

Participate in the daily Operations meeting and share relevant data hotel performance trends.

Supporting operation Team facilitating monthly and quarterly, Quality/Guest Experience/Tactical Solve Meetings and action planning sessions (identification of problems, root cause analysis – monitor improvements and communicate progress).

Assist the leadership team in building the Quarterly Tactical Solve Action Planning (identification of problems, root cause analysis and action plan).

Monitor implementation of Tactical Solve action points, communicate progress on key identified areas.

Develop and conduct service quality and brand standards audits with department head stakeholders.

Support departments Heads in the annual quality evaluation audit and takes necessary actions post quality evaluation audit and guest experience evaluation.

Promote service excellence initiatives across the hotel and identify training gaps to enhance the guest experience.