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Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world’s largest manmade island and archipelago. This luxurious five-star hotel with 391 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.
When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world.
To assist the Hotel Manager to monitor, analyze Quality Standards and implement all quality and performance improvement throughout the hotel.
Bring together the heads of different areas and conduct the group to formulate and agree on comprehensive quality procedures to improve our guest satisfaction results and our online reputation.
Schedule and monitor audits of the various areas. These audits will be conducted according to the standards of the Raffles Hotels and Resorts and LQA.
Implement programs that allow the continuous improvement of processes.
Participate in the Orientation course explaining the operation of the main programs of Quality of the hotel: Trust You, LQA, and Social Media Reputation.
Responsible for the guest satisfaction program [TRUSTYOU].
Participate daily in the operations briefing, presenting the daily results of TRUSTYOU, all comments published in electronic media, report of incidents and comments in TRIPADVISOR.
Generate and share the daily guest satisfaction report, which must be accompanied by all surveys and comments in electronic media generated on the day before the report is sent.
Attend the monthly meetings of the different departments to talk about guest satisfaction.
Generate and deliver weekly guest satisfaction reports to the Executive Office.
Generate and analyze information that allows us to improve our guest satisfaction results [Trend Analysis]. Analyze results by gender, by age, by nationalities, by hotel sectors, according to the purpose of your stay, according to the different seasons we have during the year, according to the number of nights of stay, according services that have been used.
Provide training to new hired leaders regarding our guest satisfaction program
Create Property Goals, Department Objectives AND Key Strategies and Tasks for Achievement for Each department, and be the coach/accountability partner for each department in achieving those goals.
Support training that is completely customized to each department, making “Feel Welcome” relevant for each department in practical ways
Be the liaison between LQA and the property, analyzing data and formulating action plans with each department after each audit
Work directly with the Public Relations team to respond appropriately to all written and verbal guest service recovery situations AND Social Media comments on Local Measure, ensuring that the guest feedback is integrated into training and also providing a keen eye on service culture points
Analyze industry trends to ensure that best practices are being engaged.
Ensure ACDC is used efficiently by the Operations team, aiming at keeping the guests profiles up to date, and constantly enhanced as to deliver better results in terms of guest recognition and overall satisfaction.
Drive iauditior culture by training and maintaining a tracking of iauditior activity in the hotel.
Support in utilization of Local Measures and Pulse to maximize guest satisfaction driving Reputation Performance Scores.
Support Rooms department in the successful implementation of ALL Accor loyalty program and the Accor Hotels Customer Digital Card system.
Create awareness of the Customer Experience Community in the hotel.
Other tasks as assigned.
Outstanding communication skills, both written and verbal. (Additional foreign language would be an advantage)
Have the ability to build trusting relationships with others.
Creative, effective leader and team player, possessing a high degree of professionalism, sound human resources management capabilities, business acumen, energy and determination.
Demonstrates leadership qualities.
Projects positive attitude, and outgoing personality.
Should be able to work long hours with minimum supervision.
Strong background in hospitality training.
Computer literate with working knowledge of: Excel, MS Word, Power Point & Publisher.
Knowledge of statistics and general calculation (required)
Knowledge of luxury hotel standards (required)
Know and interpret Quality indicators (required)
Use and management of quality tools
Knowledge in processes of continuous improvement (required)
Knowledge of statistics and general calculation, ability to analyze and process information.
Ability to lead work in teams
Knowledge of Microsoft Windows applications (required)
Have advanced English level (required)
Have a university or higher education degree in a related discipline (it is valued)
Have strong interpersonal skills and problem solving skills
Be highly responsible and reliable
Ability to work well under pressure in an accelerated environment
Ability to work cohesively as part of a team
Minimum 3 – 5 years experience in the luxury hospitality industry with a minimum of 2 years in a leadership role. Quality Assurance experience required
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