Guest Service and Quality Manager

4 settimane fa

Rome, Italia Page Personnel A tempo pieno
  • Conducts monthly audit to ensure compliance with company and brand standards.
  • Assists with company-wide implementation of company practices.
  • Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.
  • Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
  • Uses data collection methods to compile, display, track, and analyze defect trends.
  • Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
  • Responds to and handles guest problems and complaints.
  • Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
  • Models service behaviors that meet or exceed guest expectations.
  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Provides immediate assistance to guests as requested.
  • Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
  • Records guest issues in the guest response tracking system.
  • Reviews comment cards and guest satisfaction results with employees.
  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
  • 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 3 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
  • Knowledge of at least two languages.
  • Excellent leadership skills, problem-solving abilities, and attention to detail.

Greate opportunity

The position is responsible for implementing quality assurance processes that meet the company's

mission and brand standards, target customer needs, ensure employee satisfaction, and focus on

continuous improvement at the property level. This position champions the Quality function and builds support for change.

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