As a Director of Quality Assurance, you are responsible for conducting scheduled audits in all hotel operations and ensuring that these provide a tangible insight into the hotels adherence to ELAF's Brand Standards in terms of guest services, guest stay experience, with the aim of ensuring brand consistency, while supporting optimal guest experience and increased guest satisfaction and loyalty.
Key Accountabilities:
- Maintain company Brand Standards database and coordinate with all Brand Standard editors with any new or amended standard.
- Ensure that Brand Standards are clearly communicated to hotels including and new or updated standards.
- Conduct hotel Brand Standard Audits as per company schedule.
- Issue audits and improvement planner.
- Discuss hotel audits and improvements planned with key stakeholders such as the General Managers, Hotel Manager & Chief Hospitality Officer.
- Monitor improvement plans of audited hotels.
- Maintain a database of hotel deviation approvals of Brand Standards.
- Liaise and facilitate Brand Standards with Cluster Director of Operations based on area of responsibility.
- Ensure the operational SOPs are fully implemented and adhered.
- Ensure clear, timely communication of brand standards to internal stakeholders, such as General Managers, Hotel Manager, and the Duty Manager.
- Collaborate with General Managers and other property-level leaders to interpret audit results and develop actionable improvement plans that align with brand standards.
- Provide guidance to the Emergency Response team to maintain readiness for any required emergency procedures, offering support in preparation and execution as needed.
- Indirectly enhance the guest experience by upholding and enforcing brand standards across properties, ensuring consistency in service quality and guest satisfaction.
- Serve as the point of contact for relevant regulatory authorities regarding compliance standards in emergencies or other critical quality assurance concerns.
Education:
- Bachelor's degree in Hospitality.
- Master's degree in Quality Management is preferred.
- Recognized Quality Auditor certification from an international body.
Experience:
Min 5 years relevant experience within reputed hotel chains and five star deluxe operations.
Skills/Attributes:
- Good MS Office skills particularly strong capabilities in MS Excel
- Understanding the Business
- Understanding of quality control methodologies.
- Knowledge of Total Quality Management (TQM).
- Understanding of research methodologies.
- Understanding of quality audit reports.
- Strong quantitative and statistical skills.
- Team Building
- Planning for Business
- Leading People
- Valuing Diversity
- Managing Operations
- Customer Focus
- Adaptability
- Influencing Outcomes
- Drive for Results
