Quality and Guest Experience

 Responsible of implementation and maintenance of IHG Brand Standards and SOPs

• To ensure that  brand standards are adhered to in all concerned departments.
• To keep updated on all changes in the brand standards
• To assist auditors and mystery guest during audits
• To ensure that all brand standards required training are done and recorded timely.
• To ensure that all administrative job related  to brand standards are done efficiently and effectively.
• To liaise with the Guest Experience  Executive so as to ensure that all welcoming, problem handling and departure procedures are carried out & adhered to as per brand standards & established hotel standards and procedures..
• To conduct assessments on a regular basis in all departments concerned.
• To propose to Management innovative solutions  to keep KPI’s on track
• To meet and discuss of assessment with all HODs concerned.
• To ensure   training to all employees regarding  brand standards
• To meet all concerned employees during  briefings regarding  respective departmental KPIs,
• To  ensure that all concerned are knowledgeable about  their respective brand standards
• To liaise with the Guest Experience  Executive to ensure the greeting of all guests personally & ensure that all guests receive a speedy, efficient check-in and check out.
• To liaise with the Guest Experience Executive in order to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• To ensure  Club members, VIPs, repeat guests consistently receive all benefits,  and  special recognition and service

To coordinate Purchasing and  Maintenance  meetings in order to ensure that all standards are met