Quality & Experience Officer Job Job Details | O&L

PURPOSE OF THE POSITION:

To execute quality and experience activities, standards and processes for the O&L Leisure group, including establishing, and maintaining Customer Experience, Quality Assurance, Operational Efficiencies and Operational Controls in line with the O&L Persona.

QUALIFICATIONS & EXPERIENCE:

• Bachelors degree in hospitality management, business administration, or a related field.
• Minimum 3 years experience in the hospitality industry.
• Appropriate experience in a quality assurance or quality control role within the within the hospitality industry.
• Background and experience in interior design or project management is an advantage.
• Familiarity with relevant quality standards and regulations in the hospitality sector, such as ISO 9001, HACCP, and health and safety regulations.
• Experience in tracking and monitoring quality metrics, guest feedback, and performance indicators, including platforms like Review Pro.

KEY ACCOUNTABILITIES:

• Monitor, review and control all activities, directly and indirectly, affecting the Guest Experience and Quality Standards.
• Conductunannounced and announced audits across all properties to assess compliance with brand standards and quality expectations.
• Analyse audit findings and collaborate with department managers to address deficiencies and implement corrective actions.
• Provideimmediate feedback to property management and staff on audit findings and instruct team members on corrective actions needed to address shortcomings identified during audits.
• Monitorthe implementation of quality initiatives and track performance, ensuring skills transfer on quality standards and service excellence linked to predefined standards or metrics.
• Prepareregular reports for management detailing quality assurance activities, findings, and progress in meeting quality goals.
• Give input into interior design concepts, layouts, and plans to ensure they align with the brand's identity and quality standards.
• Assist the Procurement Department in sourcing property goods and materials to meet quality and brand standards
• Support new projects in design, planning, and overall look and feel in line with the Quality Standards to enhance the guest experience for our premium and super premium positioning.
• Execute the O&L Leisure Customer Experience Journey by ensuring that every touchpoint across the customer experience journey is engaging, efficient and effective.
• Identify training needs and develop training programs for employees according to interior care instructions.
• Conduct skill transfer that ensures the continuous development of service standards, guest engagement, quality assurance, specialized skills and functions within the organization.
• Assist with the implementation of O&L Persona Initiatives, creating and writing up of operating procedures and supporting the line manager with related activities.
• Collaborate with department heads and managers to address quality-related issues, share best practices, and implement improvements. Fostering a culture of teamwork and continuous improvement.

SKILLS REQUIRED

• Be Authentic
• Live the Values
• Cause Alignment
• Take Bold Stands
• Lead Growth
• Deliver Extraordinary Results
• Inspire Innovation

CLOSING DATE: 23 October 2024