Quality Assurance Supervisor

The Quality Assurance Supervisor ensures that hotel products and services consistently meet expected standards, focusing on continuous improvement, accuracy, compliance, and customer satisfaction. This role champions quality initiatives, drives customer satisfaction goals, and ensures alignment with brand standards and corporate objectives.

Key Responsibilities:

1. Maintaining a high-quality, service-oriented environment.
2. Managing online reputation by analyzing and responding to reviews on TripAdvisor, OTAs, and GSS.
3. Championing customer satisfaction goals and adhering to Melia Hotels International's response time targets.
4. Supporting the Guest Experience Manager/Director in quality meetings and keeping staff informed of quality results.
5. Analyzing customer satisfaction surveys and feedback.
6. Advising on quality management system performance and producing performance reports.
7. Reviewing arrival information and ensuring room standards.
8. Handling customer complaints efficiently post-stay.
9. Communicating MHI standards to all departments and conducting training.
10. Preparing for external audits and inspections.
11. Conducting regular mystery guest self-audits and intra-department training.
12. Maintaining interdepartmental relationships and communication.
13. Staying open to new ideas that can benefit the department and resort.
14. Performing additional tasks as needed by management.

• Working experience required in Front Office or Customer Service Operations or similar roles
• 1 year in the same position in hotels of similar category and services but not compulsory.