As a Quality & Continuous Improvement Manager, you provide insights on what our guests are telling us. Working closely with key stakeholders to uplift and uphold the brand standards and what truly represent us.

• Formulate and structure the hotel experience committee ensuring engagement and participation from Hotel leadership operation Team.
• Support Hotel Manager in reviewing and analyzing hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, Mystery Shop, etc.) on a regular basis and provide a clear understanding of the root cause of the issues and areas to improve.
• Assist the leadership team in building the Quarterly Tactical Solve Action Planning (identification of problems, root cause analysis, and action plan).
• Monitor implementation of Tactical Solve action points, and communicate progress on key identified areas.
• Develop and conduct service quality and brand standards audits with department head stakeholders.
• Support department Heads in the annual quality evaluation audit and takes necessary actions post-quality evaluation audit and guest experience evaluation.
• Promote service excellence initiatives across the hotel and identify training gaps to enhance the guest experience.
• Ensure that the Front Office/Leadership Team responds to all guest reviews on our OTA sites in a timely manner using the Medallia Portal.
• Assist the Operations Team on initiatives that drive guest satisfaction and business performance in key areas.
• Lead the implementation of IHG’s new quality tools and initiatives.
• Conducts and support quality related training initiatives in the hotel