Quality and Excellence Manager

As a Quality & Excellence Manager at Mount Nelson, A Belmond Hotel, you will act as an internal consultant, coach and trainer supporting all operational departments in driving Service Excellence in the property, to ensure that the Guest Experience is the mark of distinction in our property.

1.1.        Actively support the teams on property in successfully delivering and embedding the resulting property-specific manifestos/strategies within the operations.

1.2.       Support the General Manager in assessing that the property has the organisational structure, processes, and tools to deliver the strategic Service Excellence priorities.

1.3.       Monitor the performance of service standards from an LQA/Forbes and guest satisfaction (NPS) perspective on an ongoing basis with follow ups with the teams as necessary.

1.4.       Lead internal LQA/Forbes assessments at property level to ensure that our property can achieve/exceed its LQA/Forbes targets in all operational departments.

1.5.       Provide feedback to relevant leaders on the results of internal assessments conducted.

1.6.       Evaluate the results of above-mentioned internal assessments and develop action plans to address shortcomings.

1.7.       Advise on process improvement where appropriate.

1.8.       Drive delivery on resulting action plans with operational leaders.

1.9.       Liaise with L&D Manager regarding training needs/trends arising from action plans.

1.10.     Co-develop, together with L&D, and assist when required the roll out of all excellence related training programs (LQA/ storytelling / Belmond Behaviours/differentiators) to include new joiners and ongoing refresher trainings.

1.11.       Deliver on-the-job service standards training within operational departments as required, and report on training conducted accordingly.

1.12.      Observe on-the-job service training conducted by operational leaders to ensure the quality and effectiveness of training delivered by those leaders.

1.13.      Report regularly on Excellence Metrics and progress as required.

1.14.      Assist operational leaders to develop necessary SOPs as they relate to Service Excellence.

1.15.     Attend all applicable operational meetings, including daily departmental briefings, to report on Excellence activities and/or provide support to departments as required.

1.16.     Conduct frequent property ‘walkabouts’ and feedback when necessary to all relevant Heads of Department on observations made.

Be a role model of Excellence in all interactions with staff, leaders and senior management.

·        5+ years’ experience leading Rooms or F&B teams at luxury hospitality brands

·        Strong emotional intelligence, interpersonal and influencing skills

·        A passion for excellence

·        Excellent attention to detail