Job Description
Job Description
The Galt House Hotel – Louisville, KY
Full-Time | Rooms & Food & Beverage Division
Position Overview :
The Galt House Hotel is seeking a passionate and dynamic Quality Assurance Analyst to elevate the guest experience across all forward-facing service positions within the Rooms and Food & Beverage divisions. This hands-on role will focus on enhancing customer service, engagement, service recovery, and staff training through an immersive, tactile approach, working alongside team members to drive excellence in hospitality.
Key Responsibilities :
Customer Service & Engagement :
- Act as a service champion, modeling exceptional guest interaction standards across the hotel’s front-line operations.
- Conduct regular evaluations of customer touchpoints to identify strengths, opportunities, and areas for improvement.
- Collaborate with department leaders to implement guest-centric strategies, ensuring consistency and excellence in service delivery.
- Develop initiatives to enhance guest engagement and personalize the overall hotel experience.
Service Recovery :
Partner with front-line staff to address service gaps, ensuring swift and thoughtful resolution of guest concerns.Establish best practices for service recovery, empowering employees to make proactive decisions.Analyze guest feedback from surveys, reviews, and direct communication, identifying trends and developing action plans for continuous improvement.Development :
Design and deliver targeted training programs for front-line staff, focusing on customer service excellence, hospitality standards, and effective communication.Conduct hands-on coaching, working alongside employees during peak operations to reinforce best practices in real time.Develop job aids, standard operating procedures (SOPs), and other training resources to support service excellence.Facilitate regular refresher courses to maintain high standards across all departments.Quality Assurance & Performance Monitoring :
Perform regular service audits, mystery shops, and observational assessments to evaluate service consistency and adherence to brand standards.Collaborate with department leaders to set key performance indicators (KPIs) for customer satisfaction and employee performance.Prepare detailed reports, highlighting successes, challenges, and recommended improvements.Champion a culture of continuous improvement, ensuring the guest experience remains the top priority.Qualifications :
3 years of hospitality experience, preferably in a leadership, training, or quality assurance role.Proven track record of enhancing customer service, driving guest satisfaction, and implementing effective training programs.Exceptional interpersonal and communication skills, with the ability to engage and inspire team members.Hands-on approach with a willingness to work alongside staff during peak operations.Strong analytical skills and attention to detail, with the ability to translate feedback into actionable insights.Experience with guest feedback platforms (e.g., Medallia, Revinate) and performance metrics preferred.Why Join The Galt House Hotel?
The Galt House Hotel is more than just Louisville’s premier hotel; it's a hub of Southern hospitality and exceptional guest experiences. As a Quality Assurance Analyst , you'll play a pivotal role in shaping the guest journey, working alongside a dedicated team to elevate service standards across the property. This is an opportunity to make a tangible impact, fostering a culture of excellence and continuous improvement.
