Quality Coordinator

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• 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:

1. 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.

1. Announcing Product Modernity.
2. CX Monthly Report which is included our performance rates

• Members satisfaction Report (Vs. non-members & Y-1)
• Members satisfaction per tier

1. Green Globe program
2. Green Star program
3. Gaia 2 updated and necessaries actions
4. Facts sheets update with all fact sheets
5. Quality & Safety audit from all travel agencies
6. Security audit.

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.