Quality and Service Excellence Manager

HUMAN RESOURCES VISION

We will strive to create and maintain a community of winning talent which feels valued and lives the connection to the brand in whatever we do. We will provide the freedom and support where individuals can demonstrate their skills and abilities; grow and reach their potential in a performance reward driven environment. We will embrace diversity and inclusion and will act honestly and ethically in everything we do; aspiring to be the employer of choice.

POSITION PURPOSE

To ensure that the operation teams are aligned with Sheraton Brand Standards and deliver service excellence in the consistent manner by elevating the guest experiences and driving high Guest Satisfaction scores.

ESSENTIAL FUNCTIONS

Have a detailed knowledge of hotel operations

Have a detailed knowledge of Sheraton Brand Standards and Forbes Standards

Conduct trainings related to the Guest Services and Service Etiquette in compliance with Sheraton Brand Standards and Forbes Standards

Conduct training for the associates on GXP and Guest Voice platforms

Review Guest Voice Reviews and GXP cases daily to identify the opportunities for training and development.

Use GXP and Guest Voice platforms to drive service excellence

Conduct monthly audits for guest services in all operational departments

Conduct quarterly self-audits on BSA and Forbes standards

Be present on the floor to observe the guest service delivery in a quality manner consistently

Participate in the coaching of the team

Work with the Training Manager on the Monthly Training Plan to incorporate the guest services focus

Share the observations and make improvement recommendations with Operation heads as well as DOHR and EAM-Rooms

Lead with EAM-Rooms a Guest Voice weekly and monthly analysis to identify factors for delights factors and dissatisfaction factors and contribute to improvement action plans.

Lead with the EAM-Rooms the GXP/GPS community in the hotel.

Ensure the full compliance and implementation of the WELCOME upon Check in and FAREWELL upon check out.

Take part in driving the enhancement programs at the hotel to drive the guest satisfaction.

Support living Loyalty by the Community.

Develop and facilitate smooth and clear ways of communication between operational departments.

Develop and facilitate an easy way to enhance product and service knowledge among associates.

Engage with the guests to collect their satisfaction feedback and opportunities for improvement.

Identify training needs, plan for short and long term development program and train associates accordingly.

Ensure proper grooming of his/her associates at all times as per hotel guidelines.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

3 years of experience in Operations in a management position.

Computer, Opera and GXP knowledge and skills.

Preferably Marriott Associate

Strong Leadership skills

Driver personality who drives people effectively

Flexible

Excellent communication and follow up skills

Self-Motivator

QUALIFICATION STANDARDS

We do expect that you do have the experiences/ behaviors below.

You:

Have a high level of emotional intelligence to adapt to various cultural settings and situations;

Thrive on achieving guest satisfaction and owning the guest;

Consider every situation as a marketing opportunity to showcase the hotel products and services;

Have a hobby which translates into work-life balance;

Have passion for new trends and relates this to practical business application;

Communicates effectively at all levels assertively;

Play as a team and put the efforts of the team members before your own;

Celebrate success within the team;

Build lasting and fruitful relationships with both internal and external customers;

Have immaculate personal presentation e.g. grooming and conversational ability;

Consistently display ambassadorship in relation to Marriott hotels and the ownership;

Embrace diversity & inclusion;

Adapt to sudden changes in operation;

Demonstrate effective problem solving skills and analysis of issues and trends, in order to develop and apply appropriate strategies;

Have the ability to plan and prioritize in order to achieve deadlines;

Have knowledge of hotel computer systems and other IT related applications;