Asst. Guest Excellence Manager / Executive Secretary
ConfidentialIndia8 days ago
Job descriptionDetermines and establishes quality standards related to products and services offered by a hotel in line with Dusit Brand Standards. Ensures that all employees received company's service quality training programmes. Advises the Management of compliance issues and conducts quality related activities such as deviations, complaints, and training. Conduct internal audit on products, processes, places and people. Validates quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures. Investigates customer complaints; collaborating with other members of management to develop new product, or improve process, place and training methods. Coordinates with hotel management in Guest Expectations & Satisfaction Analysis (i.e. Market Matrix, EOS, Mystery Shopper Reports, MOD reports) to identify the guest experience and service quality solutions that are in alignment with Dusit's operational standards. Energizes and challenges staff at various levels to look at service quality and guest experience management from a new perspective to enhance service quality mindset from WITHIN. Develops QA plans by conducting hazard analyses; identifies critical control points and preventive measures; establishes critical limits, monitoring procedures, and corrective actions. Leads and implements the corporate philosophy with regards to loss control and risk management; ensures consistency with legal and regulatory requirements, corporate financial goals and customer service needs. Stays abreast of any changes to laws and regulations pertaining to loss control and makes recommendations to top management. Works with purchasing to establish quality requirements from external suppliers. Provides direction and leadership for compliance with local regulation requirements and provides constructive evaluation of quality related systems for suppliers that provide materials, services and products to the hotel. The QA Lead will report to the General Manager and be a Secretary of the QA Committee. For part-time QA Lead, he or she will also maintain his / her current reporting line for other full-time duties and responsibilities as per his / her full-time job. Works closely with Director of HR, HR Manager, Training Manager and other department heads to implement effective service quality training programmes. Works with operational managers and colleagues to identify problems, review procedures, improve efficiency and quality of the service culture and identify appropriate monitoring and auditing systems. Acts as a catalyst for change and improvement in performance / quality Updates job knowledge by studying trends in and developments in quality management; maintaining personal networks; participating in professional organizations. Assumes the role of the QA trainer for the Dusit signature guest experience training programmes for line employees. Performs any other related duties as assigned by QA Committee. Continuous learning through own IDP. Any other duties as may be assigned by the superior. Represents Dusit's brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness. Communicate and fully embracing the Company's culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – 'Proud to belong and to contribute' Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. Preferably 2-3 years of experience in Quality Assurance systems, such as training, risk management, loss control or internal audit. Minimum education of Bachelor degree in Business Management or relevant discipline. A problem-solver with strong analytical skills and a track record of success in Experience with reviewing and writing SOPs Highly creative and organized individual with a magnetic personality to engage and influence a team. Must be able to communicate effectively with your colleagues and management regarding compliance standards, policies and procedures.
Job Description
PRIMARY RESPONSIBILITIES :
PLANNING & ADMINISTRATION
- Develops methodologies, frameworks, strategies and plans that support the culture of quality assurance initiatives and ensures this is aligned to customer excellence.
- Identifies key elements that determine the formulation of a hotel service strategy to support Dusit signature guest experience.
- Develops QA operational objectives by contributing information and analysis to strategic plans and reviews.
- Coordinates the on-going use of Performance Management to establish performance targets through agreed KPIs for all managers.
- Coordinates and Communicates QA activities between departments and functions.
- Establishes common ground amongst the senior management and all hotel associates to ensure critical milestones are met and communicated accordingly.
- Leads a hotel's efforts to maintain continuous product or service quality by implementing process improvement, data analysis and measurement devices.
- Develops and manages QA budget, monitors its usage in order to make sure that the operation is effectively conducted, cost saving and well integrated.
SERVICE QUALITY
OPERATIONAL STANDARDS & COMPLIANCE
CUSTOMER SATISFACTION
LOSS CONTROL
SUPPLIER INVOLVEMENT
Report Line & Communication
Others
Accountabilities
Company's Culture
CONFIDENTIALITY
JOB REQUIREMENT
Skills Required
Training, Internal Audit, Sops, Risk Management
Create a job alert for this search
Executive Secretary • India
Related jobs
%20Pvt.%20Ltd.)
- Promoted
Front Office & Guest Experience Manager
The HostellerRepublic Of India, IN General manger / Assistant general manager.A general manager / assistant general manager shall be responsible for supervising management of the company's backpacker hostel effectively.He / she shall be e...Show moreLast updated: 30+ days ago
- Promoted
Hospitality Services Manager
Seven Eleven Club & HotelsRepublic Of India, IN A banquet manager plans and oversees events like banquets, weddings, and conferences.They are responsible for the front-of-house activities, including the layout of the venue, food and beverage ser...Show moreLast updated: 30+ days ago
- Promoted
Assistant Revenue Manager
Auramah ValleyNew Delhi, Republic Of India, IN Job Title : Assistant Revenue Manager.Auramah Valley is an exclusive 100-acre private estate in Naldehra, Shimla, offering luxury residences and curated lifestyle experiences amidst the serene backd...Show moreLast updated: 1 day ago
- Promoted
Tour Management Specialist
Triviae HotelsChennai, Republic Of India, IN We suggest you enter details here.This is an on-site, full-time role for an Operation Executive - Tours at Triviae Hotels located in Chennai.
The Operation Executive will be responsible for managing...Show moreLast updated: 15 days ago
- Promoted
Guest Experience Manager
FIORIPune, Republic Of India, IN Fiori is looking for captains who will report to the restaurant manager and focus on curating an amazing hospitality experience for patrons.
Fiori places heavy importance on a growth centric culture...Show moreLast updated: 13 days ago
- Promoted
Hospitality Partnerships Manager
REDD MediaRepublic Of India, IN Delegate Acquisition Manager – Hotel Guest Experience Forums.Full-Time or Freelance | Remote | Global Markets : India, Middle East, Europe & UK).
Redd Media Limited is a forward-thinking company comm...Show moreLast updated: 1 day ago
- Promoted
Guest Experience Director
The HostellerRepublic Of India, IN General manger / Assistant general manager.A general manager / assistant general manager shall be responsible for supervising management of the company's backpacker hostel effectively.He / she shall be e...Show moreLast updated: 30+ days ago
- Promoted
Guest Experience Manager
ConfidentialRepublic Of India, IN Management of Day-to-day operations & to consistently provide expeditious, caring and friendly environment to VVIPs / VIPs / CIPs through Passenger Terminal Building in T1 & T2 and VIP Terminal at KIAB...Show moreLast updated: 4 days ago
- Promoted
Guest Services Manager
The Grand HotelsRepublic Of India, IN Front Office Manager — The Grand Hotels, Kanyakumari.We redefine luxury hospitality with world-class stays, fine dining, and elegant venues.
From grand banquet halls to open-air spaces, we create un...Show moreLast updated: 30+ days ago
- Promoted
Assistant Manager -
Thomas Cook India LimitedRepublic Of India, IN Monitor and control tour operating costs to maintain profitability.Upsell services to enhance client experience and increase margins.
Ensure file closures are completed within stipulated timelines a...Show moreLast updated: 23 days ago
- Promoted
Guest Services Manager
Park Hyatt ChennaiChennai, Republic Of India, IN The ideal candidate is a motivated, well-organized individual who has a deep understanding of prospecting and developing strong relationships with customers.
You will be responsible to assist with t...Show moreLast updated: 4 days ago
- Promoted
Guest Experience and Event Manager
Magma General Insurance LimitedRepublic Of India, IN Graduation in Hospitality / Hotel Management.We are seeking a dynamic and detail-oriented.The ideal candidate will ensure a high standard of service, seamless coordination of events, and an excepti...Show moreLast updated: 1 day ago
- Promoted
Guest Services Coordinator
EnrichRepublic Of India, IN Enrich Beauty is hiring for Business Executive (Front Desk / Assistant Salon Manager / Salon Manager).Andheri (West / East), Powai, JVLR, Goregaon, Borivali, Chandivali, Kandivali, Sion.Designation : Bu...Show moreLast updated: 30+ days ago
- Promoted
Hospitality Front Office Lead
The Grand HotelsRepublic Of India, IN Front Office Manager — The Grand Hotels, Kanyakumari.We redefine luxury hospitality with world-class stays, fine dining, and elegant venues.
From grand banquet halls to open-air spaces, we create un...Show moreLast updated: 30+ days ago
- Promoted
Hospitality Specialist
AurolabRepublic Of India, IN We are seeking a well-presented, professional, and customer-oriented.The role involves managing front desk operations, handling administrative support tasks, and ensuring a smooth and welcoming exp...Show moreLast updated: 15 days ago
- Promoted
Delegate Acquisition Manager
REDD MediaNagpur, IN Delegate Acquisition Manager – Hotel Guest Experience Forums.Full-Time or Freelance | Remote | Global Markets : India, Middle East, Europe & UK).
Redd Media Limited is a forward-thinking company comm...Show moreLast updated: 1 day ago
- Promoted
- New!
Guest Services Assistant Manager
Grand Hotel (Bombay) Pvt. Ltd.Republic Of India, IN Shapurji Sorabji, Grand Hotel (Bombay) Pvt.Designed by George Wittet, the hotel is a historical landmark in Mumbai.The company also operates the Valley View Grand Resort in Panhala, offering breath...Show moreLast updated: 13 hours ago
- Promoted
Assistant Manager- Banquet
DreamcastJaipur, Republic Of India, IN We need to fill this position by Nov 9 2025ONLY those who fill the questionnaire below will be considered (will take about 20-30 min to apply)https : / / forms.
Gle / rFcU1kh9AJz8SJsn8 If you dont fill th...Show moreLast updated: 1 day ago