The Brand Quality Director for EMEA analyses the quality and guest experience, communicate, and lead plans to improve them within overall direction.
He / she represents the ’Voice of the Guest in Europa, Middle East and Africa. Responsible of the Brand Audits.
Develop and ensure that the company’s Quality programs, review & monitoring consistency of service delivery and brand standards of our properties.
Voice of Guest dashboard (including semantic analysis) and Hotel Audits, to the different areas operational, HR, technical and specially Brand & Experience Director to define priorities.
He / she interacts and collaborates with global / local Operations to make sure the plans are feasible, follow implementation and give the necessary tools for operation support hotels.
Collaboration in training programs and company procedures are applicabled and enforced.
Be the Voice of Guest ambassador
Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to Quality & Guest Experience
Promote quality and performance improvement throughout the organization.
Effectively interact with inter-company departments to maintain product supply and help introduce new products and procedures to line employees
Gather relevant data and produce statistical reports to prioritization of key messages and actions to our business functions based on the results of the analysis
Proactively address anticipated operating challenge periods with the best practice strategies
Directs preparation of analyses to assess current performance of brand initiatives and to identify opportunities to achieve brand goals.
Directs development and implementation of performance metrics and measurements to assess the success of brand initiatives and recommends strategic changes based on results.
Collaborates with Market Research to understand existing data and performance trends and to identify additional research needs that will help the brand assess opportunities and build plans to achieve goals.
WHAT ABOUT YOU
Good organizing & Analytic skills
Proactive, business view opportunities skills
Understanding and knowledge of Revenue Management and Pricing
Autonomy and High feeling of responsibility
Results driven with creative mind
Good communication skills
Previous professional experience in corporate hospitality, travel industry or consultant will be a plus.
Used to work alone and coordination with other departments as well as in analytic environment and KPIs.
Demonstrated ability to lead and succeed in a cross-functional, global, matrix organization.
Position Requirements and Offer Details
JOB REQUIREMENTS AND QUALIFICATIONS
University degree in Business, Marketing or Engineering
At least 5 years experience within hotel industry (Operations or Experience), including at least 3 years driving Quality.
The knowledge of the tool Review Pro is a must.
Hotel or Business Details