JOB SUMMARY

  The Quality/Guest Experience Manager Manager is responsible for the maintenance of quality standards in all aspects of the operations. He maintains a constant presence on the floor, communicates with guests to obtain their feedback, is quick to detect flaws in guest service and has the necessary authority to intervene immediately to fix problems or to refer problems to the HOD concerned for necessary action.

  DUTIES AND RESPONSIBILITIES  

Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. The holder of this position may, at any time, be called to perform any other cognate duties at the request of management.

 General

• Receives daily instructions from the General Manager/Hotel Manager on areas in the operations, which requires particular attention.
• Participates in departmental operational meetings and briefings as and when required
• Regularly attends Management Cocktails in order to meet guests.
• Regularly provides training to the staff of the resort in his areas of competence.
• Performs duty management on a rotational basis.
• Act as Data Protection Champion
• Maintain a safe work environment. Report and/or rectify safety hazards.
• Adhere to Occupational Safety and Health Act, local health and safety codes, and company safety and security policy 
• Promote energy efficiency and environment friendly actions
• Participate in trainings as and when required by management
• Responsible for the implementation and proper running of activities in relation with the ‘Cignatures’ and ‘Perception Points’

 Quality Management System

• Implement and monitor Quality Management Systems
  • Generate monthly reports
  • Share gap analysis with the HODs
  • Devise a tracker and follow on action plan
• Performs public relations with all guests with particular attention to VIGs (Very Important Guests), CIGs (Commercially Important Guests) and high profile guests (High Spenders, etc)
• Pays particular attention to the cleanliness, neatness and maintenance of the hotel premises, keep track and reports any problems to the HODs/HOSs concerned for necessary action.
• Regularly reports on the state of the resorts service operations to the GM/HM, anticipating and highlighting potential problem areas (Equipment breakdown, lack of equipment etc) and contributes ideas for possible solutions.
• Follow up, analyse and respond to guest feedbacks received through Social Media Platforms, including but not limited to Trip Advisor, Review Pro, Booking.com, Google Review, Expedia, through mastery and full understanding of the Review Pro platform.
• Responsible for the implementation and monitoring of the LRA Standards across the resort
• Conduct regular departmental LRA audits, devise tracker for proper follow up on corrective actions to be taken

 Enterprise Risk Management System

• Implement and Monitor the ERM
• Reporting – Quarterly, Yearly and any time as requested by Management
• Be knowledgeable and keep oneself up to date with regards to ERM
• Put tracker in place to keep tract of progress

 Business Continuity Planning

• Follow up on the implementation of the BCP
• Make sure that the BCP is continuously updated according to business exigencies

 Projects and Events

• Participates actively in the Hotel Project Committees in order to contribute ideas for the Continuous Improvement of Guest Service delivery.
• Takes ownership of special projects and ensures successful implementation under the guidance of the GM and HM
• Takes the lead in the preparation and running of Events at the Resort
• Actively participates in high level meetings in preparation of events
• Record minutes of meetings and develop action plans to be followed by the resort HODs

 Guest Services

• Set and maintain guest service quality standards in line with the policy of the Group and the hotel.
• Set and maintain standard operating procedures for key processes in all departments falling under her responsibility.
• Liaise between guests and the hotel in resolving issues
• At all times offer graceful, personalized and caring service towards all the guests as you are an ambassador of C Mauritius Hotel service philosophy. 
• To embody in all your interactions with guests passion and enthusiasm for service, focusing all attention to the guests. 
• At all times exhibit good posture and an elegant demeanor, and speak in a polite and attentive manner.
• Always address the guests with their name, keeping an eye contact and smile.
• At all times take ownership of guests request and do not refer guests elsewhere.

Candidate Profile