Constance Ephelia
Pubblicata
Quality Manager
Cosa comprende il lavoro
Job Brief
The Quality Manager ensures that all areas of quality and standards are being met throughout the resort through the use of quality visits, quality audits, reports and tracking of various quality scores.
DUTIES AND RESPONSIBILITIES :
- To assist the Hotel Manager to monitor, analyze Quality Standards and implement all quality and performance improvement throughout the hotel.
- The Quality Manager also ensures that proper follow up of quality action plans, responses to guests’ surveys and reviews as well as completion of LRA action plans are conducted in a timely manner.
- Schedule and monitor audits of the various areas. These audits will be conducted according to the standards of the Constance Hotels, Resorts and Golf.
- Implement programs that allow the continuous improvement of processes.
- Participate in the Orientation course explaining the operation of the main programs of Quality of the hotel: LRA, and Social Media Reputation.
- Analyze industry trends to ensure that best practices are being engaged.
- GSS (guest Satisfaction Surveys)
- Tracking of daily surveys received from guests
- Preparing and sending validated responses to guests
- Create and communicate weekly and monthly GSS reports
- Good knowledge of Opera, @YW, guest complaint emails, MOD and night managers reports to do effective follow up on guest complaints
- ReviewPro – online reputation
- Tracking of daily reviews received from guests
- Preparing and sending validated responses to guests
- Create and communicate weekly and monthly ReviewPro reports
- Good knowledge of Opera, @YW, guest complaint emails, MOD and night managers reports to do effective follow up on guest complaints
- LRA (official quality audits)
- Review all NC (Non-Compliant) standards as per the official LRA reports
- Allocate action points to all necessary managers/HODs
- Extract and distribute all LRA MAPs (Management Action Plans) to relevant managers/HODs
- Update all MAP action points on LRA reporting system
- Monitor and update completion of all MAPs
- Make Quality Your Passion
- Create and distribute daily quality dashboard
- Ensure all relevant information is shared with the departments including monthly and yearly scores
- Quality visits
- Schedule daily quality visits of various departments
- Communicate the quality observations to relevant departments
- Conduct follow up visits to ensure compliance of areas of improvement
- Quality self-assessments
- Conduct quality audits in line with the official LRA audit check lists
- Distribute the reports to the necessary departments
- Update the self-assessment audits on the LRA reporting site
- Monitor and update completion of all self-assessments MAPs
- Review and updating of SOPs with departments
- Validation of all quality scores for departmental and resort BSC
- Submit to finance before the 15th of each month Quality mentions for allowance
- Quality updates for monthly awards/communication ceremonies
- Duty manager shifts
- Reports for RM and Exec team as required for all quality related information
- Assist Senior Management in resolving guests complaints when required
- Arrange for mystery auditors and follow up on mystery shopper reports
- LRA self assessments to be updated on LRA reporting site
- Schedule and chair monthly quality committee meetings
- Prepare reports for visits from HO
- Appraisal for direct report (if applicable)
- Perform any other duties as assigned by Management
Candidate Requirements :
- Bachelor’s degree in Hospitality ant management, or related major
- Minimum 3 – 5 years experience in the luxury hospitality industry with a minimum of 2 years in a leadership role. Quality Assurance experience required.
- Excellent verbal & written communication skills.
- Creative, effective leader and team player, possessing a high degree of professionalism, sound human resources management capabilities, business acumen, energy and determination.
- Be fully conversant with all health and safety and hygiene procedures.
- Have excellent communication and leadership skills.
- Computer literate with working knowledge of: Excel, MS Word, Power Point & Publisher.
- He or She will be highly motivated, have a passion for providing a luxury experience for all our staff, be solution oriented and be able to inspire creativity at all levels.
- Know and interpret Quality indicators (required)
- Advantage to have knowledge of various languages (English, French, Italian, German etc)
- Previous experience in tourism industry & a large scale resort would be an advantage
- Dipartimento: Management
L'azienda
Overlooking the Port Launay National Marine Park, Constance Éphélia Seychelles enjoys a unique location set within 120 hectares of land with luxuriant and rare vegetation on Mahe.
Each of the five restaurants has its own culinary concept. Guests can also enjoy drinks and cocktails while cooling off at indoor and poolside bars.
Constance Éphélia Seychelles has developed its services in banqueting and event organisation. The hotel also proposes various land and water facilities. After joying thrilling sports activities like wall climbing and canoeing, guest will relax at the spa village of 5000m2, offering prestigious Shiseido treatments.
