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PA and Quality Assurance Supervisor

2 mesi fa

Milano, Lombardia, Italia Marriott International A tempo pieno
About the Role

We are seeking a highly skilled and experienced PA and Quality Assurance Supervisor to join our pre-opening team at Casa Brera, a luxury lifestyle hotel in Milan. As a key member of our team, you will be responsible for supporting the General Manager in implementing quality assurance processes and ensuring the highest standards of service delivery.

Key Responsibilities
  • Quality Assurance
    • Develop and implement quality assurance processes to ensure consistency and excellence in service delivery.
    • Monitor and evaluate quality metrics, including guest satisfaction surveys and social media reviews.
    • Provide analysis and recommendations to improve performance and implement corrective actions.
  • Administrative Support
    • Provide administrative support to the General Manager, including email management, drafting communications, and planning meetings and travel.
    • Act as the gatekeeper for all requests directed to the General Manager.
  • Training and Development
    • Contribute to the development and delivery of training programs on quality assurance, service excellence, and process improvement.
    • Partner with the Learning and Development team to ensure transfer of learning in the hotel/classroom takes place.
  • Guest Experience
    • Regularly review chat reports in Marriott's CRM system to ensure guests are receiving chat communications in brand voice and develop chat templates.
    • Ensure all digital guest experience touchpoints are executed to target performance levels.
Requirements
  • A warm, people-oriented demeanor and a team-first attitude.
  • Passion for standards, audits, policies, procedures, and systems.
  • Attention to details, problem-solving skills, and multi-tasking ability.
  • Proficient knowledge of English and Italian (both writing and speaking).
  • Previous experience in a similar role is a plus.
About Us

Casa Brera is a luxury lifestyle hotel located in the heart of Milan. We are part of Marriott International, the largest hospitality brand in the world. We offer a unique opportunity to be part of a dynamic and growing team, with opportunities for career growth and development.

We are committed to providing a welcoming and inclusive environment for our guests and employees. We believe in the importance of diversity and inclusion, and we are an equal opportunity employer.