Key Responsibilities:

1. Quality Champions:

1. Lead internal audits, from planning to seamless execution and follow-up.
2. Proactively identify trends and provide strategic recommendations to relevant parties, driving impactful improvements.
3. Collaborate with department heads to address audit findings and implement corrective actions.
4. Drive colleague recognition initiatives, celebrating and acknowledging outstanding mentions in online reviews by our valued guests.
5. Drive the growth of our guest voice in online reviews, aligning efforts with the company's goals to enhance brand reputation and guest satisfaction.

2. Guest Engagement:

1. Act as a point of contact for guest feedback, actively engaging with guests to understand their experiences and address any concerns.
2. Leverage guest feedback to identify areas for enhancement, implementing innovative strategies to elevate guest satisfaction to new heights.
3. Ensure comprehensive feedback management by actively soliciting and managing input from internal and external sources.

3. Operational Oversight:

1. Conduct proactive observations of hotel operations, identifying emerging trends, patterns, and opportunities for operational enhancement.
2. Collaborate seamlessly with departmental teams to drive efficiency and elevate service standards, fostering a culture of operational excellence.

4. Training Delivery:

1. Develop and deliver MOHG´s Service Excellence training programs to colleagues of all levels.
2. Conduct engaging training sessions across departments, focusing on reinforcing key service standards, best practices, and guest interaction techniques.
3. Lead the certification process for new Internal Auditors and conduct regular refresher training sessions to ensure continuous development and improvement.

5. Reporting and Analysis:

1. 1. Generate daily, weekly, and monthly reports on Service Excellence Metrics, providing insightful trend analysis and actionable recommendations.
   2. Manage the online reputation of the property using TrustYou, identifying trends and proactively addressing concerns.
   3. Ensure meticulous compliance with Forbes and LQA standards, driving readiness for inspections through proactive gap identification and resolution.
   4. Facilitate structured discussions on stakeholder feedback, leveraging insights to drive strategic business improvement decisions.