Business Excellence

Responsibilities:
• Prepare regular reports from data collected through various guest feedback mechanisms and systems.
• Ownership of the Customer Experience insights for the business.
• Facilitate monthly meetings and presentations based on Customer Feedback/Satisfaction results.
• Training of all Departmental Trainers to understand reports and results
• Customer Experience Management including the LQA, CSI, IMG and self-testing analytics
• Proactively be up to date with the latest customer experience trends and Business Industry Standards.
• To assess and review the effectiveness of existing process review and other measurement mechanisms.
• Lead improvement initiatives.
• Create awareness within the business on areas of strength and improvement based on analysis of results and business performance.
• Coordinate online training offered to all colleagues for the use of CX and analytical reporting.
• Support the requirements of the Balanced Scorecard and hotel KPIs
• Manage outcomes of Mystery Guest assessments, including reports, analysis and follow up
• Support colleague innovation activations and projects which improve KPIs
• Drive colleague awareness of Business Excellence and quality related principles
• Facilitate improvement projects to identify root cause and eliminate recurring problems/prevent problems from occurring
• Manage guest feedback/surveys received on all channels and inform/remediate with departments accordingly
• Any other duties or responsibilities directly or indirectly supporting the Business Excellence function (strategy, process, improvement)