Quality Assistant Manager / Executive

• Ensures that the Sofitel Brand Standards are adhered to and conducts regular audits
• Adheres to the compliance requirements and standards related to RPS, Accor Live Limitless and IAuditor
• Implement quality assurance processes that meet the company's mission, target guest needs and focus on continuous improvement in the business
• Responding and following up on all guests feedback
• Attending to urgent requirements of the guest to anticipate guest needs
• Investigate and find the root cause of guests concerns
• Analyst the guest trends, ethnography and guest experiences
• Monitor hotel audit standards, LQA and Guest Quality Report such as TrustYou
• Review the performance and operations through monitoring self audit results and regional audits
• Takes part in meeting the department's targets by following the procedures and internal audits applicable in the hotel 
• Handle confidential documents ensuring they remain secure
• Conduct research and prepare presentations or reports as assigned

Work Experience

• Minimum of two years quality assurance and or guest experience supervisor level, preferably within a hotel environment
• Computer literate in Microsoft Window applications required
• Excellent communication and organizational skills
• Strong interpersonal, problem solving, and leadership skills
• Self-starter, well organized, extremely detail-oriented, and assertive team player willing to take ownership of responsibilities, and possess a high level of positive energy and drive
• Excellent time management, organizational, coordination, and communication skills (verbal and written)
• Excellent English oral and writing skills