Quality Coordinator

Company Description

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

• To have a full working knowledge and capability to perform all duties and tasks in the assigned Place of Work to the standard set.
• To provide courteous, professional, efficient and flexible service at all times, following the hotels Standards of Performance.
• To be able to explain and show the guests all the facilities in the room.
• To perform opening and closing procedures established for the Place of Work as assigned.
• To take care of all matters related to the arrival, stay & departure of VIP & Loyalty Program guests
• To handle guest complaint & tracking of complaints
• To liaise with company bookers, travel agents & tour operators and conducts hotel visits & site inspections.
• To utilize the hotel’s brand’s quality & guest satisfaction assurance & recording tools at all times, analyze the results daily & take appropriate action, communicate/distribute the results monthly.
• To take care of all inquiries received by guests -> “One-Stop Shop” for guest related problems/enquiries.
• To be well conversant of the local environment of the hotel: the city, culture, activities, exhibitions, shopping malls, and general information around the hotel.
• To be flexible in supporting other colleagues needs in other departments or sister properties based on the hotel priorities and anticipated business levels.
• To be always available during peak periods.
• To be able to carry out all functions of a GSA, Bell Captain & Attendant whenever required.
• To be conversant and fully knowledgeable of OPERA system as per the scope of work
• To liaise with Rooms Reservation with regards to immigration issues for the guest (e.g. visas)
• To be aware with the policies and procedures concerning fire, emergency evacuation, accidents, bomb threats, law and order situations.
• To be fully aware and conversant of Accor spirit, values and goals and is responsible to integrate them in the day to day operation.
  
  

Main Tasks

• 7 TrueView self-assessments audits (updating standard needs from Accor with coordination with all departments including the trainings:
• Rooms.
• F&B.
• Meeting rooms.
• Public areas.
• Wellness.
• check-in.
• Novotel - MISC.
• Announcing Product Modernity.
• CX Monthly Report which is included our performance rates
• Members satisfaction Report (Vs. non-members & Y-1)
• Members satisfaction per tier
• Green Globe program
• Green Star program
• Gaia 2 updated and necessaries actions
• Facts sheets update with all fact sheets
• Quality & Safety audit from all travel agencies
• Security audit.
  
  

Qualifications

Education: 4-year Bachelor's degree from a veterinary college or equivalent.

Experience: At least 2 years of work experience.

Foreign language: Sufficient level of English to communicate effectively with guests and staff.

Courses and training: Obtain theoretical training or experience in rules and regulations within the job.

Computer proficiency: MS Office applications.

Skills: Good representation, good communication skills, ability to create systems, questioning, leadership, problem solving in times of crisis, over-stress and complex issues, analysis, good interpersonal skills, ability to establish open communication, delegation, problem solving.