Operation Quality Manager
Emaar - Saudi Arabia
مجموع سنوات الخبرة :10 years, 2 أشهر
• Implementing in-house quality procedures, to maintain guest service to maximum standards
• Ensure hotel premises are clean, tidy, and ambient enough to receive and attend to all guests during arrival, stay and departure.
• Participate in the supervision between the different departments of the guest services in the hotel to ensure smooth and efficient operations of HK - bellman - front desk - engineering are not delaying guest requests.
• participate in the daily work shifts and tasks to hotel colleagues according to the business demand and also work mid shift and night shift to welcome VIP guests & attend to emergencies while senior management is off duty.
• Organize and conduct on the job training to enhance the job skills and performance of hotel personnel in FO - HK
• Inspect hotel rooms - stores common areas to check available stock and determine the need for stocking
• Conduct assessments to review customer satisfaction and service recovery process
• Contact daily guests to schedule and plan the details of an event or conference prior to their stay and during their stay
• Establish communication channels to interact with guests in order to obtain their feedback and assist with the resolution of problems.
• Respond to guest inquiries and assist with the practical resolutions with valid testimonials of my efforts on booking.com &
• Meet and greet with VIP / HRH guests and make sure to fulfill all their needs
• Handling day to day FO operation
• Organize client events following the MICE Conversion SOPs to ensure consistency and quality is provided at all times
• Lead a team in providing exceptional guest services in preparation, during and following events
• Ensuring and providing flawless, upscale, professional and high class guest service experiences.
• Responding to guests needs and anticipating their unstated ones.
• Negotiate and organize client non-residential events following the MICE Conversion SOP’s to ensure consistency and quality is
provided at all times
• Support financial goals of the hotel through up-selling, proper use of the hotel products and packages and cost of control
• Contribute to an atmosphere of open and efficient communication
• Maintain a positive attitude at all times and be involved with hotel activities and initiative.
• Contributing to the annual sales and marketing plan.
• Negotiate and organize client non-residential events following the MICE Conversion SOP’s to ensure consistency and quality is
provided at all times
• Support financial goals of the hotel through up-selling, proper use of the hotel products and packages and cost of control
• Contribute to an atmosphere of open and efficient communication
• Maintain a positive attitude at all times and be involved with hotel activities and initiatives
• Preparing, planning and project managing the publication of all publicity material to maximize brand promotion.
• Creating marketing campaigns and working with the company's external PR agency to see them executed.
• Contributing to the annual sales and marketing plan.
• Developing and implementing an internal marketing program.
Plan and execute all web, SEO/SEM, marketing database, email, social media and display advertising campaigns
• Design, build and maintain our social media presence
• Measure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs)
• Collaborate with agencies and other vendor partners
(AOU)