Guest Experience and Quality Manager

6 days ago

Denpasar, Bali, Indonesia Betterplace Full time 400,000 - 800,000 per year

Reports to:

Head of Operation

Job Summary:

  1. Quality Control Inspections: Conduct regular inspections of properties to ensure compliance with cleanliness, maintenance, and hospitality standards. Identify issues and assign corrective tasks to the relevant teams (e.g., pool and garden team, maintenance vendors, or area managers).
  2. Team Coordination & Issue Resolution: Communicate inspection findings to dedicated teams and monitor progress on issue resolution. Work closely with area managers, villa managers, housekeeping teams, and butlers to address cleanliness and operational concerns.
  3. Training & Development: Provide training and guidance to housekeepers, butlers, and other staff to ensure the delivery of top-tier service. Continuously evaluate team performance and implement training programs to address gaps.
  4. SOP Development & Review: Draft, update, and implement SOPs related to property standards, cleanliness, maintenance, and guest communication. Collaborate with the Head of Operations to ensure SOPs align with company goals and industry best practices.
  5. Guest Experience Enhancement: Monitor guest feedback and identify areas for improvement in service delivery. Work collaboratively with teams to implement changes that elevate guest satisfaction.
  6. Reporting: Create detailed reports on property inspections, common issues, and overall property conditions. Provide actionable recommendations to improve operational standards and guest experiences.

Key Attributes:

  1. Proactive and solutions-focused approach.
  2. Strong organizational skills and ability to manage multiple priorities.
  3. Customer-centric mindset with a focus on continuous improvement

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