Quality Assurance Executive Manager

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SCOPE:

Quality Assurance Executive Assistant’s role goes beyond administrative work, as his/her duties are to help ensure the proper carrying out of the hotel’s operation and service to accomplish the standards established by Rosewood Hotels & Resorts.

OVERVIEW: 

The Quality Assurance Executive Assistant is responsible for monitoring, in coordination with department leaders, the proper carrying out of policies, standards and procedures related to Services. In order to accomplish the required quality standards, regular internal audits must be performed in those areas in which the service provided to the guest can be verified; furthermore, departmental goals must be set to be measured by internal audits.

The outcome of these audits must be reported as to ease its analysis to spot the improvement areas, and eventually to help come up with the most suitable strategies to achieve better results.

Besides internal audits, monitoring programs that allow for continuous improvement, such as the EGGs program, should be basic tools for spotting quality needs and improvement. The Quality Assurance Executive Assistant must be directly involved in the daily operation of the hotel, across the different departments.

Additional responsibilities will include providing administrative support to the Managing Director and the Executive Offices. Ensuring effective communication between Managing Director, hotel associates, guests, and the Executive offices. Executive Offices consist of Sales & Marketing, Finance, Talent & Culture and Hotel Management.

RESPONSIBILITIES:

• Be a “Brand Ambassador” at all times and provide professional, warm and friendly service to associates, guests, customers, and vendors.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Provide daily administrative support to the team when required.
• Promote the improvement of service quality and the accomplishment of standards in all departments involved in the guest experience.
• Schedule and monitor audits of the different areas. These audits must be performed in accordance with Rosewood Hotels and Resorts, LQA, and Forbes standards.
• Support managers to implement actions that allow the continuous improvement of the learning processes that lead to accomplish the standards across all areas of the hotel, working hand in hand with the Training Manager.
• Participate in the Perfect Discovery to explain to new employees and interns, the importance and impact of the main hotel Quality measurement programs, such as LQA.
• Participate in the weekly Operations Meeting, presenting the monthly results of internal audits and/or evaluations.
• Attend the monthly meetings of the different departments to talk about LQA, Brands Standards, Forbes, etc. and present the follow-ups to their audits.
• Supervise and support the action plans created by managers to achieve both, the property’s goals, and each department’s goals.
• Determine, together with the Training Manager, the courses, workshops and/or talks that are needed in each department to achieve excellence in compliance with standards (reception, housekeeping, food and beverage, etc.). Ensure that the training is provided according to the needs detected by the audits results.
• Be the link between LQA and the property by analyzing data from audits, so that department leaders can inform the results and goals to their teams and develop their action plans accordingly.
• Be the "gatekeeper" of the property's service standards by identifying gaps in the overall service sequence and notifying managers for prompt correction and follow-up.
• Participate in the MOD program; to be in direct contact with both, guests, and associates. Visit the different areas on a regular basis.
• Fully fulfill the role as "GoAudits Champion", by being the main contact between the hotel and the App representatives to upload checklists, manage the number of users and ensure that the app is always functional.
• Manage all administrative responsibilities including incoming phone calls, emails, correspondence promptly and in a courtesy manner. Able to follow up on matters arising and direct to the right person, if needed.
• Schedule and manage appointments, travel arrangements, VIP reservations, update and maintain Managing Directors daily calendar and process expense reports.
• Set up appointments with different parties: meeting invites, venue arrangement, meeting documents, PowerPoint presentation, refreshments, etc.
• Attend meetings when required. Prepare addenda and minutes taking as assigned by Managing Director
• Take and transcribe dictation and written drafts of correspondence, meeting minutes and other documents.
  Maintain all files as they relate to the department, both accurately and confidentially.
• All other duties as required.
  

JOB PROFILE:

• Experience: Minimum of 2 years in a Managerial or administrative position in the operational area of a Hotel/Resort, knowledgeable of Rooms and Food & Beverage Divisions’ standards.
• Education: Bachelor’s degree in Tourism and/or related.
• Competencies: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up of activities related to Quality in guest service, ability to problem solve, understanding of the associates’ needs, ability to work under minimal supervision, being able to keep confidential information related to associates, property and guests. Exceptional interpersonal and communications skills. Ability to multitask and prioritize, demonstrating excellent time management skills. Ability to cope with a fast-paced working environment with composure and agility.
• Technical Knowledge and Skills: Management of Microsoft Office, PowerPoint, Opera, Knowcross, LQA platform, Forbes and the GoAudits app, ability to type 60 wpm.
• Languages: Required to speak, read and write in English, with fluency in other languages preferred.
• Physical requirements: Must be able to exert physical effort in transporting 15 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at time throughout work periods, and satisfactorily communicate with guest and co-workers tot heir understanding.
• Licenses and Certifications: Not Required

Salary: $70,000.00-$80,000.00/annually