Officer - Quality - Corporate Office
Langham Hotels International Limited
Location
North Norfolk, Norfolk | United Kingdom
Job description
Langham Hospitality Group (LHG) is a global hotel company with properties located in major cities and four continents under The Langham Hotels and Resorts, Cordis Hotels and Resorts and Ying'nFlo brands. It is the hospitality arm of Great Eagle Holdings, a leading property development company in Hong Kong.
Key Responsibilities:
- Analyse guest satisfaction data from different channels including but not limited to survey and social media
- Identify areas for improvement from the results of various internal audit mystery assessment programmes
- Generate Quality related reports, analysis and presentations
- Responsible for Quality systems set up and maintenance.
Edit Daily Legend for LHG. Maintain the content of the Daily - Legend library. Monitor the quality of Daily Legend of the hotels
- Oversee the SMARTSUITE and SOP Circle 2.0 to ensure the SOPs are properly stored, created, updated, approved and shared with the hotels
- Deliver Quality related Technical training.
- Co-ordinate internal quality events or programmes to promote the culture of Quality
- Support hotel openings in setting up the Quality system
- Perform a variety of administrative and clerical tasks to support the daily operations of LHG Quality and Customer Experience team
- Coordinate with LHG IT / service partners to provide technical system support to hotels on all quality related systems such as Voice-of-Customers (VOC) system, SOP knowledge management platform, Best Practice Sharing platform, Intranet, etc.
- Coordinate with partners and service providers on technical issues.
- Provide support to LHG reception when required.
- Any tasks assigned by Quality Manager or Director of Quality
Requirement
.
- Holder of Bachelor Degree or above in Hospitality, Business, Science or related disciplines
- Experience in hotel / service industry would be an advantage
- Proficient in Microsoft Word, Excel, PowerPoint
- Fluent in English and Mandarin both verbal and written
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
- Strong organizational skills with the ability to multi-task; and manage high volume of projects and documentation
- Interested in managing IT systems
- Commit to pursuing excellence even routine work tasks
- Good time management skills and the ability to prioritize work
- Good inter-personal skills and able to communicate effectively to different levels of colleagues
- Open-minded with flexibility to work
- Presentable and acts with confidence
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Job tags
Salary