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Job Description
Job Description
Ensures that the Sofitel Brand Standards are adhered to and conducts regular audits
Adheres to the compliance requirements and standards related to RPS, Accor Live Limitless and IAuditor
Implement quality assurance processes that meet the company's mission, target guest needs and focus on continuous improvement in the business
Responding and following up on all guests feedback
Attending to urgent requirements of the guest to anticipate guest needs
Investigate and find the root cause of guests concerns
Analyst the guest trends, ethnography and guest experiences
Monitor hotel audit standards, LQA and Guest Quality Report such as TrustYou
Review the performance and operations through monitoring self audit results and regional audits
Takes part in meeting the department's targets by following the procedures and internal audits applicable in the hotel
Handle confidential documents ensuring they remain secure
Conduct research and prepare presentations or reports as assigned
Work Experience
Minimum of two years quality assurance and or guest experience supervisor level, preferably within a hotel environment
Computer literate in Microsoft Window applications required
Excellent communication and organizational skills
Strong interpersonal, problem solving, and leadership skills
Self-starter, well organized, extremely detail-oriented, and assertive team player willing to take ownership of responsibilities, and possess a high level of positive energy and drive
Excellent time management, organizational, coordination, and communication skills (verbal and written)
Excellent English oral and writing skills