JOB SUMMARY Reporting to the Hotel Manager, the Cluster Quality & Learning Manager plays a pivotal role in driving excellence across hotel operations. This role is responsible for overseeing and enhancing the hotel’s quality management systems, ensuring alignment with Accor’s brand standards and local regulations, and fostering a culture of continuous improvement to consistently elevate the guest experience.
What you will be DOING: Quality Assurance & Compliance - Partner closely with the management and operations teams to drive and create action for performance in guest satisfaction index, audits and KPIs, etc. to achieve the following established key goals :
- LQA Standards
- Hotel Reputation Performance Score (RPS) e.g. Trust You / Google / Booking Reviews , etc.
- Ensure implementation and compliance of standard operating procedures (SOPs), checklists, and guidelines to ensure consistent service delivery.
- Regu...