Service Quality and Excellence Manager

Profile

Our customers expect every aspect of our business to be of a certain standard and rightly so, our company by its very name represents quality so the role of the quality assurance manager is critical to the business upholding its first class reputation within the industry.

What will I be doing?

As the Service Quality and Excellence Manager, you willdrive continuous improvement across all departments and divisions associated with the Waldorf Astoria Maldives Ithaafushi organization through analyzing the customer feedbacks, conducting daily quality audits, assisting with reviewing Standards and SOPs, identifying top priorities for improvement, communication of information and facilitation of Quality Improvement Teams.



·Performs SALT analysis, FORBES training, daily audits, and prepares other QA reports.

·Conduct and leads the regular quality assurance meetings with all departments.

·Identifies areas of improvements through trends and analysis of guest feedback from various guest engagement platforms

·(internal & external).

·Identify opportunity areas to enhance processes and develop/propose methods of process improvement to elevate guest engagement.

·Analyze guest feedback to understand gaps, make decisions to improve guest satisfaction and communicate them to the relevant HOD’s.

·Identify shortfalls into buckets of “Process, Product, People-Performance, and People-Training” and communicate with

·relevant HOD’s and Learning & Development Manager to close the gaps.

·Reviews SOP’s and provides support to HOD’s in order to increase efficiency and performance.

·Ensures compliance with Waldorf Astoria Maldives and FORBES standards to create consistency in the highest quality of guest service.

·Prepares audit reports and shares feedback with team members and respective HOD’s to foster positive guest experience

·at all guest touch points.

·Observes performance and encourages continuous improvement.

·Plans, presents and implement training modules pertaining to Quality Assurance and supporting components to ensure all team members are kept up-to-date with latest satisfaction scores and quality trends.

·Monitors team members progress to ensure Waldorf Astoria standards are implemented and followed on a consistent basis.

·Prepare team for FORBES audits, QA inspections and Mystery audits to achieve a “green” standing.

·Attends departmental pre-shifts meetings, communicates transparently with Hotel Manager on new processes and procedures that may impact guest experience positively.

·Bring in innovative strategies on elevating guest experience and continuous process improvement.

·Infuse the concept of Kaizen philosophy while evaluating and enhancing processes and procedures.

What are we looking for?

A Service Quality and Excellence Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:


Interpersonal skills with the ability to communicate with all levels of team members.
Service oriented with an eye for details.
Ability to work effectively and contribute in a team.
Good presentation and influencing skills.
Multicultural awareness and able to work with people from diverse cultures.
Flexible and able to embrace and respond to change effectively.
Ability to work independently and has good initiative.
Self-motivated and energetic.
Be presentable and able to represent the brand at the level required
Have a skill in empathizing and communicating with guests from all backgrounds with strength and belief in the brand, product and systems you are implementing
Find it natural to enthuse others in the attraction of the local area and property itself, enhancing volume opportunities
Proficient time management skills and ability to multi-task is critical to this varied and exciting role


What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands (****. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Job: Call Center and Reservations

Title: Service Quality and Excellence Manager

Location: null

Requisition ID: HOT09KM1

EOE/AA/Disabled/Veterans

Company info

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