Quality Executive
- Milano
- Tempo indeterminato
- Full time
- Gather and compile data from relevant sources including guest feedback platforms (Guest Surveys, Comment Cards, Expedia, TripAdvisor, etc.).
- Answer to online reviews and surveys; use of the platform REVIEWPRO
- Analyze collected data to highlight key achievements and identify areas needing improvement.
- Collaborate with EXCOM and Heads of Departments (HODs) to implement remedial actions in areas of concern.
- Conduct regular departmental visits to support HODs in addressing quality matters and process improvements.
- Provide coaching, guidance, and support across the hotel to enhance both Guest and Associate Engagement.
- Deliver monthly and yearly comparative performance analysis reports, showcasing trends and improvements.
- Champion continuous process improvement by recommending necessary changes to processes or products to EXCOM and HODs.
- Oversee the effective use of the Guest Lifestyle System (GLS) across departments for proper incident and service request documentation.
- Support Department Leaders and EXCOM in the implementation, tracking, and reporting of improvement plans.
- Review and analyze the LQA and Forbes reports we receive after the audits
- Organize and supervise self-audits in line with management directives to maintain service and quality standards (MY LQA VERIFICATION)
- Communicate and cooperate with the Quality Corporate Office in Dubai, attending calls and actively participating to the activities they implement
- Support the General Manager in his daily activities
- Previous experience in a similar quality or guest experience role, preferably in luxury hospitality.
- Fluency in English and Italian; additional languages are an advantage.
- Strong analytical and problem-solving skills.
- Excellent interpersonal and communication abilities.
- Passion for excellence, attention to detail, and a proactive approach to quality improvement.