Position Summary
The Quality & Service Executive is responsible for maintaining and enhancing the overall guest experience by ensuring that all hotel operations consistently meet brand standards for quality, service, cleanliness, and safety.
Key Responsibilities
Quality Assurance & Brand Standards - In Collaboration with Brand Owners
- Conduct regular property inspections to ensure compliance with brand SOPs, hygiene, safety, and service standards.
- Implement and monitor quality control processes for guest rooms, F&B outlets, public areas, and back-of-house.
- Maintain updated checklists, audit forms, and scoring systems for service quality.
Guest Experience & Service Excellence - In Collaboration with OM
- Monitor guest feedback channels (online reviews, surveys, direct complaints) and ensure timely, effective resolutions.
- Develop and deliver service excellence training programs for all staff.
- Drive initiatives to improve guest satisfaction scores (e.g., NPS, review ratings).
Training & Development - In Collaboration with HR
- Conduct service standard training and refresher sessions for all operational departments.
- Coach department heads and frontline staff on problem-solving and guest recovery techniques.
Operational Collaboration
- Work closely with Front Office, Housekeeping, F&B, and Maintenance to resolve recurring service issues.
- Support pre-opening and rebranding processes with quality control and service readiness assessments.
Qualifications & Experience
- Education: Bachelor's degree in Hospitality Management or related field.
- Experience: Minimum 2years in hotel operations with at least 1 years in a quality/service management role.
- Industry: Strong preference for candidates with 35 star hotel experience.
- Proven track record in improving guest satisfaction metrics.
Skills & Competencies
- Strong knowledge of hotel service standards, SOPs, and quality assurance frameworks.
- Excellent communication, leadership, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Proficient in MS Office and hospitality management systems (PMS, CRM, QA tools).
- Ability to work under pressure and manage multiple priorities.
- Fluent in English; additional languages are a plus.
