Quality & Excellence Manager

2 meses atrás

Funchal, Portugal Belmond Tempo inteiro

Step into a world of timeless elegance at Reid’s Palace, a Belmond Hotel in Madeira, breath taking island retreat overlooking the Atlantic Ocean. For 130 years this graceful hotel, set in 10 acres of lush gardens, has delighted guests with its mix of refined luxury, discreet service and superb, contemporary cuisine.
This position will carry out audits of Reid’s Palace, which will be the basis for promoting change where necessary. It will make reports of needs to be implemented, as well as the performance of the personnel involved to seek the improvement of each one.

Ensure compliance with the service and product standards implemented by the organization. Complete LQA audits on a regular basis, evaluate the results and establish action plans. Promote the comprehensive development of skills and attitudes of the staff in contact with the client. Identify, plan and coordinate training and training needs aimed at excellence, to ensure that the "Guest Experience" is the mark of distinction. Achieve annual targets for NPS, LQA, ReviewPro and GRI and gradually improve these scores.

**MAIN RESPONSIBILITIES**:

- Ensure excellence in the service of the staff in guest service at Reid’s
- Coordinate with each area manager and HR, the training program and operational training required by each area.
- Being an active part of operational training for managers and collaborators based on LQA standards.
- Establish and develop techniques and tools that promote the assurance of service and product quality in the different properties. (LQA, local internal audits )
- Work with the department managers on guest service improvement procedures.
- Promote and activate the staff recognition program.
- Work with the different measurement tools already implemented to identify improvement needs.
- Generate weekly reports on progress in NPS and GRI.
- Follow up on action plans regarding service excellence.
- Carry out and schedule inspections and internal audits, providing objective reports to the inspected, providing alternative solutions, in a constructive manner.
- Being active support in the preparation of annual budgets, informing the GM of the needs that are required to be implemented in order to comply with the standards.
- Promote and be an active support in the Culture of Service that the company has been developing
- And any other function that your immediate superior requests.
- Participate and organize HR activities and help maintain a positive work environment related with the service culture and excellence
- Work alongside the management on sustainability, Earth check and Cascade projects
- Perform Duty Management integrating the Duty manager team

**Requirements**:
Focus on Excellence and Customer satisfaction
- Team work

Collaboration
Responsibility
- Emotional Intelligence
- Anticipation and problems solving
- Generation of results
- Innovation and continuous improvement
- Determination
- Capacity for initiative and autonomy
- Excellent communication and interpersonal skills
- Bachelor or technician degree
- Advanced English level
- Minimum of 2 years of experience in luxury five-star hotels
- . Expert in LQA standard

**Benefits**:

- Competitive Salary
- Complementary room nights in any Belmond hotel in the world
- Private health Insurance
- Other local competitive benefits

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