Katreen Hawatmeh

Oversee all aspects of quality assurance, ensuring compliance with brand standards, health &safety, and hygiene requirements across the property.

Conduct regular room inspections, outlet visits, and back-of-house audits to maintain operational consistency and service excellence.

Analyse guest satisfaction surveys and feedback (RPS, Trust You, online reviews), identify performance gaps, and implement action plans with department heads.

Lead weekly guest satisfaction meetings with operational teams, presenting results, highlighting trends, and driving corrective measures.

Develop and update SOPs in collaboration with department managers to strengthen service delivery and operational standards.

Provide coaching to staff on quality assurance processes and guest experience enhancement by roleplays.

Partner with department heads to design action plans and monitor progress against KPIs and quality goals.

Perform mystery audits and spot checks.

Conduct monthly internal LQA assessments to evaluate service delivery and operational standards, preparing detailed reports and action plans.

Host and accompany mystery shoppers during bi-annual evaluations; debrief findings, document improvement areas, and follow up on results.

Act as a guest relations ambassador, engaging directly with VIP guests and following up on escalated feedback to ensure satisfaction.

Supporting the CHRO in their day-to-day operations, ensuring seamless coordination, organization, and efficiency within the Human Resources department.

Manage the CHRO's calendar, appointments, and meetings, ensuring efficient use of time and resources

Coordinate travel arrangements, accommodations, and itineraries for the CHRO and family, optimizing for efficiency and cost-effectiveness ensuring
smooth and hassle-free experiences.

Prepare and organize documents, reports, presentations, and correspondence on behalf of the CHRO, ensuring accuracy and professionalism.

Handle incoming communications, including emails, phone calls, and inquiries, and prioritize them appropriately for action or response.

Liaise with other departments and executive assistants to coordinate meetings, projects, and initiatives involving the CHRO.

Maintain positive relationships with key stakeholders, fostering collaboration and effective communication channels.

Track project timelines, milestones, and deliverables, ensuring that deadlines are met and objectives are achieved.

Collaborate with HR team members to gather data, compile reports, and support decision making processes.

Handle sensitive and confidential information with the utmost discretion and confidentiality, maintaining a high level of professionalism at all times.

Handling all personal matters for CHRO and his family.

Perform additional duties and special projects as assigned