Guest Service And Quality Manager

Il nostro cliente

Hospitality

La figura ricercata

• Conducts monthly audit to ensure compliance with company and brand standards.
• Assists with company-wide implementation of company practices.
• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.
• Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
• Uses data collection methods to compile, display, track, and analyze defect trends.
• Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Models service behaviors that meet or exceed guest expectations.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Provides immediate assistance to guests as requested.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Records guest issues in the guest response tracking system.
• Reviews comment cards and guest satisfaction results with employees.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Il candidato prescelto

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 3 years' experience in the Guest Services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
• Knowledge of at least two languages.
• Excellent leadership skills, problem-solving abilities, and attention to detail.

Cosa comprende l'offerta

Greate opportunity