Descripción
Ocean Signature Resorts, an evolving brand aligned with the aspirational premium market and guided by our #FeelTheOcean philosophy, is seeking a dedicated and results-oriented Quality Manager to lead our commitment to excellence in Jamaica. This crucial role involves safeguarding our brand integrity and ensuring every guest experience is Beyond Everything.
Funciones
Key Responsibilities:
- Service Excellence & Accountability: Analyze and respond to critical guest feedback to correct non-conformities, with a specific focus on staff professionalism, communication, responsiveness, and conduct.
- Premium Service Integrity: Design and enforce rigorous standards for "Privilege" and "Butler" services to close the "Value Gap" and ensure premium offerings are consistently delivered as promised, mitigating brand damage from deceptive practices.
- Quality Management & Audits: Oversee and enhance the Quality Management System, including documentation control and process refinement, ensuring compliance and accurate record-keeping for training and complaint resolution.
- Complaint & Problem Recovery: Establish effective protocols for logging, follow-up, and closure of guest complaints across all involved departments to ensure issues are resolved, and brand trust is restored.
- Product and Logistical Improvements: Collaborate with the Food & Beverage Director and other operational leaders to improve product quality (e.g., gastronomy, amenities) and eliminate logistical failures (e.g., unfulfilled requests, luggage service).
- Strategic Alignment: Work with senior leadership to decouple sales processes (e.g., Premium Travel Club) from core guest service experiences to protect the brand image.
- Training & Development: Use analysis of negative comments and audit results as a base for departmental briefings and mandatory training sessions, focusing on customer service, cultural sensitivity, and professional boundaries.
Trelawny
Ocean Coral Spring
Quality
Prestaciones
Competitive Salary
Health & Life Insurance
Career Growth Opportunities
Transportation
Job Certification
Requisitos
Qualifications:
- Proven experience in Quality Management, preferably within the luxury hospitality sector.
- Strong analytical skills with the ability to turn complex data (guest surveys, audits) into clear, measurable action plans.
- Exceptional leadership and communication skills, with a focus on inspiring a commitment to continuous improvement.
- In-depth knowledge of Quality Management Systems and documentation standards.
Notas Adicionales
If you are committed to upholding and advancing the standards of a premium resort brand and are ready for a challenging yet rewarding role, we invite you to apply.
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