Quality Assurance Specialist

1 settimana fa

Milano, Lombardia, Italia Marriott International A tempo pieno
Key Responsibilities

The PA and Quality Supervisor plays a pivotal role in supporting the General Manager in implementing quality assurance processes for continuous improvement at the property level. This dual role combines administration duties with quality assurance responsibilities.

Key Areas of Focus
  • Quality Assurance Goals:
  • Provide exceptional personal service and facilities to guests.
  • Embody the brand culture in daily operations.
  • Build strong relationships with teams and guests.
  • Develop and deliver empowerment training.
  • Monitor and evaluate in-house recognition programs.
  • Foster data-driven decision-making.
  • Continuously evaluate Quality KPIs.
  • Actively participate in meetings to provide insights.
  • Propose Action Plans to address performance gaps.
  • Immerse in operations to better understand ground realities.
  • Facilitate Problem Solving projects.
Quality Training Programs
  • Contribute to the development and delivery of trainings on problem solving, service excellence delivery, and process improvement.
  • Support brand values and philosophy in all training activities.
  • Partner with L&D team to ensure transfer of learning.
  • Identify performance gaps and develop ad hoc trainings.
Quality Tools and Guest Experience
  • Democratize process improvement amongst the workforce.
  • Regularly review key CRM dashboards to identify top detractors.
  • Use data collection methods to identify trends impacting guest satisfaction.
  • Regularly review chat reports to ensure guests receive chat communications in brand voice.
  • Ensure all Digital Guest Experience touchpoints are executed to target performance levels.
Administrative Duties and Working with Others
  • Support the GM by offering administrative help.
  • Act as the Gate keeper for all requests directed to GM.
  • Support all co-workers and treat them with dignity and respect.
  • Handle sensitive issues with tact, respect, diplomacy, and confidentiality.
  • Develop and maintain positive and productive working relationships.
Policies and Procedures
  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures.

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