Quality Manager - Waldorf Astoria Heliopolis

Quality Manager - Waldorf Astoria Heliopolis
The Quality Manager ensures that the hotel standards are maintained and met at
all times, while analyzing review platforms to identify priorities for
improvement and to enhance the positioning of the hotel in terms of quality.
The Quality Managerwill be alsomonitoring, in coordination with departmental
leaders, the correct application of luxury standards and procedures and will
manage the recurring opportunities and design programs that allow continuous
improvement, anticipating the results of guest satisfaction by meeting
consistent luxury standards. What will I be doing?
A Quality Manager drives continuous improvement across all departments and
divisions associated with the hotel by analyzing the "voice of the customer"
and conducting regular quality and standards audits. As a Quality Manager, you
will be responsible for performing the following tasks to the highest
standards:
* * Assisting with reviewing of standards and SOPs.
* Ensure that company and brand standards are maintained at all times.
* Work closely with the Department Heads to formulate and agree on comprehensive quality procedures to improve our guest satisfaction results and our online scores and position.
* Identifying top priorities for improvement by analyzing guest's reviews and feedback.
* Responsible for enlivening service and company values at the hotel level and ensure all quality activities, systems and processes are implemented, practiced, continuously measured and adhered upon.
* Leading the satisfaction and loyality tracker (S. A. L. T.) program.
* Analyze data received through various review sources and identify areas of development.
* Constantly monitor ReviewPro & online Social Media and drive positive results and ranking improvement.
* Create reports to track the action plan progress on various development projects.
* Liaise with the Learning & Development Manager to ensure that team members receive the on-going training to understand and exceed guest expectations.
* Training, motivating, coaching, and correcting team members to ensure that brand standards are met.
* Establish guidelines that will help team members to understand expectations and parameters.
* Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement
* Work closely with Departmental Quality Champions to analyze guests' issues, identify the challenges and elaborate preventive action plan.
* Actively contribute in implementation of tools that contribute to elevating guest experience and monitor consistency in application.
What are we looking for?
A Quality Assurance Manager serving Hilton brands is always working on behalf
of our Guests and working with other Team Members. To successfully fill this
role, you should maintain the attitude, behaviours, skills, and values that
follow:
* Have previous experience of leadership in the areas of Quality management in a luxury hotel.
* Strong knowledge of statistics and ability to analyze and process information.
* Exceptional communication and presentation skills.
* Demonstrated ability to develop interpersonal relationships.
* Committed to delivering a high level of customer service, both internally and externally.
* Flexibility to respond to a range of different work situations.
* Ability to work on their own or in teams.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector
from luxurious full-service hotels and resorts to extended-stay suites and
mid-priced hotels. For nearly a century, Hilton has offered business and
leisure travelers the finest in accommodations, service, amenities and value.
Hilton is dedicated to continuing its tradition of providing exceptional guest
experiences across its. Our vision "to fill the earth with the light and
warmth of hospitality" unites us as a team to create remarkable hospitality
experiences around the world every day. And, our amazing Team Members are at
the heart of it all!