Quality & Guest Experience Manager

Company Description

Nestled in the beautiful Jimbaran Bay, in Jimbaran Hijau development area, Raffles Bali is a haven of refined seclusion, perched on a hill that offers stunning views of the ocean and its secluded beach. With only 32 ocean-view villas, each featuring its own outdoor terrace and private pool, Raffles Bali stands as one of the finest resorts in Bali, showcasing mesmerizing sunsets, lush tropical gardens, and exquisite dining experiences. Guests can indulge in our signature Bali Sling at the iconic Writers Bar, enjoy a romantic dinner in The Secret Cave and Purnama Honeymoon Bale, or
rejuvenate at The Sanctuary, a hillside treatment suite, or at Raffles Spa. Our Raffles Wellbeing Butlers can arrange a variety of bespoke treatments, cultural immersions, and personalized activities, to provide the ultimate experience on the Island of the Gods.

Job Description

GENERAL COMPETENCIES

• Directs all aspects of Quality Assurance and Quality Improvement in Raffles Bali by working together with the team to ensure all targets related to Quality and Audit are met according to our target
• Ensure guest relations and Guest Experience function to achieve the highest possible guest satisfaction to current and future well-travelled connoisseurs
• To ensure the daily implementation of service delivery by providing the method and support required by company standard
• Guest Satisfaction Target with relevant target breakdown by departments 
• Hotel KPI target and how it is relevant to Quality and Guest Experience

SPECIFIC SKILLS

• To ensure maximum guest satisfaction through personal recognition and prompt cordial attention from throughout the guest cycle
• To ensure all pre arrival correspondences are being followed up according to the standard of 14 days or before
• Ensure to follow up on guest preferences or special request that we need to prepare in advance
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Inspects all villa prior to arrival to ensure no issue during stay
• Meet and greet guests personally during stay and seek for feedback
• Liaise with other departments and whenever necessary, outside vendor to ensure excellent service delivery
• Oversee maintenance of efficient repeat guest history system
• Handle guest complaints and refer them as necessary, follows up on corrective action
• Monitors and advises on how the system is performing, which may often include the publication of statistics regarding company performance against set measures
• To champion, support or lead quality improvement initiatives (LQA)
• Reviews VOG performance (Voice of The Guest) Guest Satisfaction Survey and On Line Reputation Management daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders
• Review manual feedback produce by internal departments; F&B, SPA, Guest Activity, etc to identify area for improvement 
• Ensuring that all managers, supervisors develop and maintain their part of the quality management system
• Responsible for supporting the development and maintenance of a guests-focused culture within the organization
• To liaise with Training Department and related Department to determine training needs to improve guest satisfaction score
• Involved in developing the quality goals and targets in the organization’s strategic plan
• Consistently offer professional, friendly and engaging service
• Champion the hotel membership program and to ensure all team member are knowledgeable about the program and all member receive their benefits
• Demonstrate awareness of occupational health and safety policies/ FSMS (Food Safety Management System) procedures according to the HACCP standards and ensure all processes are in adherence to safety legislation
• Support the yearly hotel certification program and ensure that all required points are met according to the requirements
• Supervise guest activity which are conducted by internal team of Raffles Bali with example below but not limited to in case of new activity in the future: Botanical Tour, Balinese House Visit, Resort Temple Visit, Yoga, Taichi, Cooking and Cocktail Classes, Children Activities, etc
• Supervise guest activity which are conducted by internal team of Raffles Bali in conjunction with third party vendor with example below but not limited to in case of new activity in the future: Kayak, Surfing, Stand Up Paddle, Fishing Trip, Boat Ride Sunset Cruise, Outdoor Sports, Children Games

Qualifications

• Bachelor’s degree in Hotel Administration, Business Administration or equivalent
• 3 years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience.
• Type and level of experience required may vary slightly based on size and complexity of operation