PA and Quality Supervisor

5 mesi fa

Milan, Italia Marriott International A tempo pieno

Part of the Luxury Group of Marriott International, Casa Brera is currently recruiting for a PA and Quality Supervisor to join the pre-opening team made of modern and authentic hospitality professionals.

Reporting to General Manager, the PA and Quality Supervisor support to the GM acting as the “gatekeeper” while supporting management in the implementation of quality assurance processes for continuous improvement at the property level. In fact, the role has both administration duties and quality assurance responsibilities.

About us

Casa Brera is an unexpected gateway in the heart of Brera set to open its doors soon.

Reinterpreted by Studio Urquiola, Casa Brera features 116 sophisticated guestrooms including 15 suites and the Milanese Suite. Hidden behind a rationalist façade, you will find a world of international elegance, transcending the traditional hotel experience. Our hotel promises cosmopolitan luxury, authentic lifestyle and a timeless Milanese elegance.

A Culinary hub, here flavors and sounds from different places seamlessly interlace. Odachi, showcases authentic Japanese cuisine in a cosmopolitan setting while those looking for a truly Italian experience can indulge at Scena by Michelin star Chef Andrea Berton. The Living is a welcoming space for guests to socialize over aperitivo and Milanese light bites. By night, the rooftop’s skybar transforms into an unmissable destination, with a pool and lounge areas providing the perfect spot to soak up the energy and skyline of the city. 

Join Casa Brera, the new place to be in Milan, where an authentic and modern team crafts unique experiences that connect our guests with Milanese heritage in a welcoming and inclusive atmosphere.

Join a pre-opening lifestyle luxury hotel

Working during the pre-opening phase of a luxury lifestyle hotel is an incredible opportunity to gain strong expertise in hospitality and a great exposure to Marriott International EMEA leaders. This can remarkably accelerate your career growth within the company and provide you the right tools to be involved in other openings at national and international level. It is indeed a challenging experience but surely a rewarding one

What you’ll do

Managing Quality Assurance Goals 

Commit to providing the finest personal service and facilities to the guests. Understand and commit to embracing the brand culture in every aspect of the daily operation. Liaise with teams to create strong relationships with guests. Partner with HR & Learning and development to develop and deliver strong empowerment training.  Monitor and evaluate in house recognition programs; provides management with information that enables them to reward, recognize and actively communicate outstanding performances. Foster and deepen the culture of data-driven decision-making across the hotel. Continuous evaluation of Quality KPIs (., Guest Satisfaction Surveys, Social Sites Reviews). Provide analysis and recommendations to help improve performance.  Actively participates in meetings to provide insights based on historical and predictive analysis of all Quality Metrics (Guest Satisfaction Surveys, BSA, social media reviews, Defects, Proposes Action Plans to address performance gaps. Immerses in operations to better understand ground realities, observe issues/defects, and help monitor solutions. Facilitate Problem Solving projects using the appropriate Lean, Six Sigma, Design Thinking or Creative Thinking methodology. Actively promotes Best Practices on EMEA Thrive Share Best Practice library and scans for ideas that can be implemented.  Conducts monthly practice audit to ensure compliance with relevant industry and Marriott’s standards. Provides resources and guidance that enable discipline leads to achieve Quality related Balanced Scorecard goals. Proactively contributes to the education of new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement. 

Executing Quality Training Programs

Contributes to the development and delivery of specific trainings on problem solving, service excellence delivery, process improvement and Strategic Planning techniques. Supports brand values and philosophy in all training and development activities. Partners with L&D team to ensure transfer of learning in the hotel/classroom takes place.  Identifies performance gaps and works with managers to develop and implement ad hoc trainings to improve performance  Partner with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.

 Managing Quality Tools 

Democratize process improvement amongst the workforce by sharing practical usage of improvement Quality Tools  Regularly review key CRM dashboards to identify top detractors of the guest experience and develop improvement plans, for example including most frequent issues, rooms with the most issues, defects leading to the greatest compensation, timing trends for most frequent requests (Executive Dashboard).  Uses data collection methods to identify, compile, display, track, and analyze trends impacting guest satisfaction.

Improving the 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 that ensure the most common responses are answered consistently. Ensure all Digital Guest Experience touchpoints are executed to the target performance levels. Reviews all forms of guest and customer feedback with leadership team and ensures appropriate corrective and preventive action is taken. Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement. Stays visible and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.  Supports operations leaders on responding and handling guest feedback, problems and complaints ., social media, TripAdvisor, Booking.

Administrative Duties

Support the GM by offering administrative help such as monitoring email, drafting communications on behalf, planning and organizing meetings and travel. Act as the Gate keeper for all requests directed to GM.

Working with Others 

Support all co-workers and treat them with dignity and respect.  Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.  Develop and maintain positive and productive working relationships with other employees and departments.  Actively listen to and consider the concerns of other employees, responding appropriately and effectively.  Partner with and assist others to promote an environment of teamwork and achieve common goals. 

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.  Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.  Perform other reasonable job duties as requested by GM. 

What you’ll need:

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 in a similar role is a big plus.

What we offer

A unique opportunity to be part of a luxury lifestyle hotel where we celebrate your unique talent. Part of Marriott International, the largest hospitality brand in the world- this means national and internal promotion opportunities for the right candidates. The sky is your limit here. World class training and development programs tailored to enhancing your skills and help you grow within the Marriott family. Work alongside some amazing talent- award winning, experienced hospitality professionals. Discounted room nights, meals, and spa access in more than 9,000 hotels worldwide-because your wellbeing means so much. Discounts for your friends and family. 5euros breakfast when staying at any of our European hotels. Performance and Recognition programs. Wellness and sustainability initiatives. 

Explore our very big world

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family. 

You’re welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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