QUALITY ASSURANCE EXECUTIVE

Support and communicate the Company/Resort’s philosophy on a daily basis to ensure the achievement of the Resort objectives and mission statement

1. Responsible for, but not limited to, the coordination of the efforts to ensure the quality assurance of a 5* luxury Resort & Wellness throughout the Resort
2. Set Quality Control compliance objectives
3. Is familiar with and ensure adherence to the 5* luxury set up, meticulousness and proper standard of accommodations, restaurants, dining outlets, buffets, Spa & Wellness, Beauty Parlour, Gym and common areas
4. Create, coordinate and analyze standards testing opportunities in all Operational Departments
5. Conduct daily internal quality audits of all operational departments including public areas
6. Identify areas of substandard, analyze, perform root cause analysis and make recommendations to Management and Human Resources and ensure timely corrective actions by responsible Heads of Division
7. Drive the coordination, facilitation and follow through of the Quality Assurance Taskforce and initiatives
8. Closely monitor the application of the standard operating procedures, quality goals and processes of the operational departments, ensuring the Resort’s objectives and Guests requirements are being met and be a reference as a top performer
9. Devise action plans and cross collaboration initiatives amongst departments
10. Monitor efforts to maintain and/or improve consistency and efficiency of services that recommendations are permanently applied consistently
11. Ensure targets are achieved to established mystery shopper and Leading Quality Assurance (LQA), Forbes standards or other such as AAA
12. Conduct benchmarking of Resort versus 5* and 5* Luxury market locally and internationally
13. Plan, set targets and monitor the improvement of the Resort’s rankings from feedback received on the various travel channels, i.e., Trip Advisor, Booking.com, Expedia, Holiday Check  and in- Resort premises to ensure meeting of ranking targets and as a top performer
14. Examine Guests complaints and issues for taking of prompt remedial actions by responsible Heads of Department and Managements
15. Propose and engage in the development of departmental trainers through Train the Trainer, having as purpose the attainment of Quality Assurance objectives
16. Produce data and monthly Quality Management reports against set indicators and forward to Management and Directors:

• Compile, analyses quality assurance and control data and Guests feedback surveys
• Make recommendations to management to be successfully utilized by departmental managers
• Keep management and colleagues informed and updated on Guests feedbacks and areas where improvements are needed
• Interact with all members of staff:  Exchanging ideas, information and opinions with others to formulate programs and arrive jointly at decisions, conclusions and solutions

17. Coordinate all activities required to meet quality standards:
    • Interact with all members of staff:  Exchanging ideas, information and opinions with others to formulate programs and arrive jointly at decisions, conclusions and solutions

18. Adopt a Guest Centric approach, establish and maintain effective relationships with both internal and external customers
19. Stay attuned to market practices, innovative ideas, improvements in products and services and opportunities which may enhance the Resort and propose to management
20. Contribute towards objective of exceeding goals successfully
21. Use rigorous logic and methods to solve difficult problems with effective solutions
22. Keep Directors informed of the Quality Assurance status and remedial actions.