What will I be doing?
As a Quality Assurance Manager, you will be responsible for performing the following tasks to the highest standards:
- Monitor voice of customer through Stay Experience Platform, track defects and liaise with HODs on reducing and eliminating the trends
- Conduct Operational review and analysis
- Support operational performance and efficiencies
- Monitor the procedures and the management of Hilton Honors guests with the aim of highlighting areas for improvement
- Monitor the procedures and the management of TWS guests with the aim of highlighting areas for improvement.
- Presents Quality Guidelines and importance during orientation
- Supports the Director of Operations during bi yearly Quality Assurance auditor visits
- Third party quality review portals, i.e TripAdvisor.
- Provide an overview of scores and ranking throughout Hilton approved channels & social media.
- Provide Assistance to the GM and DO in directing Hotel quality efforts to address our critical customer requirements.
- Review incident reports, logs, and guest feedback, liaise with HODs to investigate the rout cause of defects
- Track defects from posts stay feedback (SALT/Stay Experience Platform) and in-house defects (DM log).
- Walk through of Hotel to identify and communicate cleanliness & condition issues for immediate actions.
- Attend departmental pre-shift meetings to observe and re-empathize on Forbes standards and role plays.
- Defect Process- Collecting, compiling, analyzing data and communicating defect/service lapse trends or information to departments in a timely and usable fashion.
- Good ideas – Ensures employees are being encouraged to contribute and implement good ideas and recognition of good ideas is occurring through a good idea process.
- Provide an update on quality measurement and activities in Staff Meeting, and guidance Team meeting.
- Responsible for Brand Quality Management Reports and Measurements.
- Responsible for internal communication of Quality Function efforts and communication of hotel performance
- Liaise with training department to ensure training standards and requirements are applied and up to date for all employees