Executive Office / Operations Quality Manager
An Executive Office / Operations Quality Manager maintains an efficient and effective Executive Office via the distribution of internal and external mail, managing meetings & oversees the quality standards across hotel.
What will I be doing?
Compile and submit management reports in a timely manner
Attend and record minutes of meetings (ie. OMM and Excom meetings); oversee the accurate translation of meeting minutes
Monitor administration standards to ensure adherence with corporate guidelines
Responsible for the effective translation and prompt circulation of government documents to ensure stipulations are complied
Supervise the day-to-day functions of Secretary; review performance standards of departmental secretaries and recommend or develop / conduct appropriate training / counselling sessions
Co-ordinate special reservation requests made through the Executive Office
Prepares and types correspondence and fairly complex numerical / financial reports as instructed
Maintains files, office supplies and equipment in an orderly and professional manner
Managing incoming mails & calls
Prepares correspondence on behalf of the management
Maintains files and equipment in an orderly and professional manner
Greets internal and external customers in a friendly and professional manner. Announces visitors and / or handles requests, as appropriate
Scrutinizes and handles Guest satisfaction scores / Guest Assistance on a regular basis
Schedules meetings and records meeting minutes
Design, implement and improve company quality standards
Analyze data in order to find areas for growth
Create reports to track progress
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement
Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement
Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.
Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.
Coordinates a weekly quality meeting focusing on guest feedback, top incidents, and business standard audits
Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.
Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.
Conducts monthly audit to verify compliance with company and brand standards.
Reviews guest feedback with leadership team and verifies appropriate corrective action is taken.
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).
What are we looking for?
Executive Office / Operations Quality Manager to the General Manager serving Hilton brands are always working on behalf of our Guests and working with other Team Members.
To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow :
Minimum 5 years relevant experience (preferably in a medium to large size hotel); 3 of which must be in a similar capacity
Good understanding of hotel operations, practices and procedures
Proficient with MS Word, Excel, PowerPoint and Outlook and office equipment
Strong communication and human-relation skills
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions :
Degree in Business Administration or equivalent preferred but not required. Additional relevant work experience may substitute for degree
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels.
For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value.
Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day.
And, our amazing Team Members are at the heart of it all!
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