1.
Quality Management System Support:
· Assist the Quality Assurance Manager in the development, implementation, and maintenance of the resort’s Quality Management System (QMS).
· Ensure all departments are compliant with our Constance Minimum standards
· Conduct regular internal audits and inspections to monitor compliance and identify areas for improvement
· Monitor guest satisfaction levels (GSS/GRI) through our ReviewPro Guest Intelligence Platform, direct interactions through internal Messaging system and
· Work closely with the team to resolve any quality-related issues.
· Respond to Guests comments, reviews and complaints
· Collaborate with the team to enhance guest satisfaction and loyalty
3.
Data Collection and Analysis:
· Collect, analyse, and report on data related to quality performance metrics.
· Prepare detailed reports on audit findings and quality performance for the Quality Assurance Manager.
· Track and analyse guest feedback and complaints to identify trends and areas for improvement.
4.
Training and Development:
· Actively participate in all trainings provided for personal development.
· Assist in the development and delivery of quality-related training programs for staff.
· Prepare documentation for training on quality as required
· Collaborate with department heads to develop and implement continuous improvement initiatives.
· Assist in the identification and implementation of best practices across the resort.
· Monitor the effectiveness of improvement initiatives and provide feedback for further enhancement.
6.
Documentation and Reporting:
· Maintain accurate records of all quality assurance activities, audits, and training sessions.
· Prepare and present regular quality reports to the Quality Assurance Manager.
· Ensure all documentation (SOP’s) is up-to-date and in compliance with internal, industry and regulatory requirements.
7.
Collaboration and communication:
· Work closely with all departments to ensure quality standards are understood and maintained.
· Act as a liaison between the Quality Assurance Manager and other department heads.
· Participate in cross-functional meetings to address quality issues and initiatives.
· Publish Quality related achievements, on Workplace for motivation and communication purposes
· Adopt a Guest Centric approach, establish and maintain effective relationships with both internal and external customers.
· Stay attuned to market practices, innovative ideas, improvements in products and services and opportunities which may enhance the Resort and propose to management.
· Contribute towards objective of exceeding goals successfully.
· Use rigorous logic and methods to solve difficult problems with effective solutions
· Excellent analytical and problem-solving skills.
· Strong communication and interpersonal skills.
· Ability to work independently and as part of a team.
· Attention to detail and a commitment to maintaining high standards.
· Have a keen eye for detail, excellent organizational skills, and a commitment to maintaining high standards.