Job Description

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Quality Manager

• This position is responsible for the assurance of quality in the offer and delivery of service and products in the Hotel; it includes the education and preparation of service providers to uphold Sofitel brand standard, promise and quality management.

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and the opportunity to earn qualifications while you work
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

Quality Assurance

\xc2\xb7 Champions quality assurance standards in all aspects of the Hotel.

\xc2\xb7 Develops plans and checklists for brand standard compliance, training/education, and service audit.

\xc2\xb7 Directs or coordinates quality assurance programs and formulate quality control policies.

\xc2\xb7 Prepares and updates quality documentation, basing their processes on Sofitel brand standard on Quality Management.

\xc2\xb7 Articulates and ensures thorough communication and understanding of all established service and product standards and quality.

\xc2\xb7 Plans for regulated audit exercise and carries out the detailed assessment of respective areas and every guest touch point.

\xc2\xb7 Trains leaders, and provides them with documented quality standards as guidelines for their daily work.

\xc2\xb7 Conducts quality audits/inspections and submit timely management reports.

\xc2\xb7 Manages cause investigation for non-compliance

\xc2\xb7 To be present in operations to assess service standards, and implements appropriate trainings to bridge service gaps

Reputation Performance Score and Guest Review Management

\xc2\xb7 Drives all actions relating to achieving target Hotel RPS.

\xc2\xb7 Champions and manages all guests\xe2\x80\x99 reviews on all global review platforms and ensures timely replies and actions to feedback.

\xc2\xb7 Ensures all team members are trained and provides a consistent and creative Cousu Main experience to all guests.

\xc2\xb7 Leads and manages team members and ensure quality service provided to all guests.

\xc2\xb7 Works with Guest Relations team to ensure all protocols are adhered to in relation to all VIP patronage. Randomly checks on all VIP rooms prior to arrival with accurate amenities/set ups.

\xc2\xb7 Ensures all guests are welcome/farewell in a personalized manner; VIPs to be escorted to the room to introduce hotel facilities

\xc2\xb7 Observes and where needed assists guests in the lobby during busy period.

\xc2\xb7 Collects guest feedbacks while in the lobby whenever he/she has the opportunity, and updates all the Guest Comments in the Opera Guest History.

Learning & Development

\xc2\xa7 Supports in quality, property brand training for the guest-contact teams

\xc2\xa7 Conduct systems and soft skills training.

\xc2\xa7 Develop and support training activities according to plans and training needs analysis specific to Brand standards.

\xc2\xa7 Provide guidance and support to colleagues in respect of development needs for Brand immersion.

\xc2\xa7 Support and conduct L&D activities (including Heartist2.0, Property Brand)

Brand Standards

\xc2\xa7 Prepare for and lead annual LQA audits

\xc2\xa7 Conduct regular audits for each department/section, based on LQA standards.

\xc2\xa7 Champion Brand standards

\xc2\xa7 Organise third party regular checks (Reservations, OneTouch, Check-ins) or mystery shopping.

\xc2\xa7 Champions for all guest review platforms.

\xc2\xa7 Work with Department Heads to come up with action plans based on audit scores and Trust You results.

\xc2\xa7 Use VOG and LQA standards as tools of measurement.

\xc2\xa7 Ensure a consistently high level of service is delivered by the team at all times through supervision and monitoring.

\xc2\xa7 Ensure all low scoring Trust You feedback received are followed up and investigated.

\xc2\xa7 Ensure all glitch recovery service are followed up and investigated.

\xc2\xa7 Conduct and chair regular Brand and RPS Action Planning/Meeting, on frequency agreed by EAM or GM

• Any other duties required by EAM or GM.

Your experience and skills include:

\xc2\xa7 Minimum 4 years hotel Front Office and/or Food & Beverage experience, and 3 years managerial experience.

\xc2\xa7 Technical knowledge on Front Office and F&B Operations.

\xc2\xa7 Supervisory skills, verbal and written skills.

\xc2\xa7 Planning, decision making, training and development.

\xc2\xa7 Able to work under pressure and independently.

\xc2\xa7 A creative and articulate \xe2\x80\x9cpeople person\xe2\x80\x9d.

\xc2\xa7 A passion for exceeding guests\xe2\x80\x99 expectations and motivating others to do the same.

Solid interpersonal and coaching skills.

Your team and working environment:

In alignment, with Sofitel\'s passion for luxurious hospitality, we strive to build a team of dedicated individuals with expertise to create an unforgettable experience for our guests.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor\xe2\x80\x99s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow\'s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

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