QUALITY ASSURANCE EXECUTIVE
- Pamplemousses
- Not disclosed
- Permanent
- Added 11/03/2024
- Closing 10/04/2024
Support and communicate the Company/Resort’s philosophy on a daily basis to ensure the achievement of the Resort objectives and mission statement
DUTIES AND RESPONSIBILITIES
- Responsible for, but not limited to, the coordination of the efforts to ensure the quality assurance of a 5* luxury Resort & Wellness throughout the Resort
- Set Quality Control compliance objectives
- Is familiar with and ensure adherence to the 5* luxury set up, meticulousness and proper standard of accommodations, restaurants, dining outlets, buffets, Spa & Wellness, Beauty Parlour, Gym and common areas
- Create, coordinate and analyze standards testing opportunities in all Operational Departments
- Conduct daily internal quality audits of all operational departments including public areas
- Identify areas of substandard, analyze, perform root cause analysis and make recommendations to Management and Human Resources and ensure timely corrective actions by responsible Heads of Division
- Drive the coordination, facilitation and follow through of the Quality Assurance Taskforce and initiatives
- Closely monitor the application of the standard operating procedures, quality goals and processes of the operational departments, ensuring the Resort’s objectives and Guests requirements are being met and be a reference as a top performer
- Devise action plans and cross collaboration initiatives amongst departments
- Monitor efforts to maintain and/or improve consistency and efficiency of services that recommendations are permanently applied consistently
- Ensure targets are achieved to established mystery shopper and Leading Quality Assurance (LQA), Forbes standards or other such as AAA
- Conduct benchmarking of Resort versus 5* and 5* Luxury market locally and internationally
- Plan, set targets and monitor the improvement of the Resort’s rankings from feedback received on the various travel channels, i.e., Trip Advisor, Booking.com, Expedia, Holiday Check and in- Resort premises to ensure meeting of ranking targets and as a top performer
- Examine Guests complaints and issues for taking of prompt remedial actions by responsible Heads of Department and Managements
- Propose and engage in the development of departmental trainers through Train the Trainer, having as purpose the attainment of Quality Assurance objectives
- Produce data and monthly Quality Management reports against set indicators and forward to Management and Directors:
- Compile, analyses quality assurance and control data and Guests feedback surveys
- Make recommendations to management to be successfully utilized by departmental managers
- Keep management and colleagues informed and updated on Guests feedbacks and areas where improvements are needed
- Interact with all members of staff: Exchanging ideas, information and opinions with others to formulate programs and arrive jointly at decisions, conclusions and solutions
- Coordinate all activities required to meet quality standards:
- Interact with all members of staff: Exchanging ideas, information and opinions with others to formulate programs and arrive jointly at decisions, conclusions and solutions
- Adopt a Guest Centric approach, establish and maintain effective relationships with both internal and external customers
- Stay attuned to market practices, innovative ideas, improvements in products and services and opportunities which may enhance the Resort and propose to management
- Contribute towards objective of exceeding goals successfully
- Use rigorous logic and methods to solve difficult problems with effective solutions
- Keep Directors informed of the Quality Assurance status and remedial actions.