Guest Experience and quality manager

Job Description

Reporting to Front Office Manager, dotted line to the Managing Director FRSS Makkah responsibilities and essential projects include but are not limited to the following:

• assist the Hotel Manager in monitoring, and analyzing Quality Standards and implementing all quality and performance improvements throughout the hotel.
• Bring together the heads of different areas and conduct the group to formulate and agree on comprehensive quality procedures to improve our guest satisfaction hotel and our online reputation.
• 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.
• Participate daily in the operations briefing, all comments published in electronic media, and report of incidents.
• Generate and share the daily guest satisfaction report, which must be accompanied by all surveys and comments in electronic media generated on the day before the report is sent. Reporting to Front Office Manager, dotted line to the Managing Director FRSS Makkah responsibilities and essential projects include but are not limited to the following:
• assist the Hotel Manager in monitoring, and analyzing Quality Standards and implementing all quality and performance improvements throughout the hotel.
• Bring together the heads of different areas and conduct the group to formulate and agree on comprehensive quality procedures to improve our guest satisfaction hotel and our online reputation.
• 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.
• Participate daily in the operations briefing, all comments published in electronic media, and report of incidents.
• Generate and share the daily guest satisfaction report, which must be accompanied by all surveys and comments in electronic media generated on the day before the report is sent.
  

Qualifications

• Knowledge of statistics and general calculation (required)
• Knowledge of luxury hotel standards (required)
• Know and interpret Quality indicators (required)
• Use and management of quality tools
• Knowledge in processes of continuous improvement (required)
• Knowledge of statistics and general calculation, ability to analyze and process information.
• Ability to lead work in teams
• Knowledge of Microsoft Windows applications (required)
• Have advanced English level (required)