Quality and Excellence Manager
Belmond, Portugal
Job Description
Step into a world of timeless elegance at Reid’s Palace, a Belmond Hotel in Madeira, breath taking island retreat overlooking the Atlantic Ocean. For 130 years this graceful hotel, set in 10 acres of lush gardens, has delighted guests with its mix of refined luxury, discreet service, and superb, contemporary cuisine.
Description
This position provides strategic direction and leadership in promoting a culture of service excellence at Reid’s Palace, a Belmond hotel in Madeira, and leads organizational process improvement initiatives to drive excellence. Ensure compliance with the service and product standards implemented by the organization.
Main Responsibilities:
- Leads organizational and departmental process improvement programs to enhance guests’ satisfaction.
- Provides communications, coaching and training to leaders and staff at all levels of the organization to ensure competency, commitment and compliance with service excellence programs and initiatives.
- Designs, develops, and implements programs which create a positive guests experience and promote service excellence.
- Designs and facilitates activities which reinforce the priority of excellence in service delivery and support culture change.
- Utilizes creative and innovative methods to ensure staff commitment to high quality service delivery standards and guests’ satisfaction in every aspect of the hotel experience.
- Develops appropriate tools to measure performance, assess accomplishments and evaluate operations and makes recommendations.
- Fosters a sense of teamwork in all parts of the organization to actively participate in process improvement and drive culture change.
- Coordinate with each area manager and HR, the training program and operational training required by each area.
- Being an active part of operational training for managers and collaborators based on service standards.
- Work with the department managers on guest service improvement procedures.
- Development of procedures subject to standards, according to behavior and operation.
- Follow up on action plans regarding service excellence.
- Carry out and schedule inspections and internal audits, providing objective reports proposing alternative solutions, in a constructive manner.
- Work alongside the management on sustainability projects.
This job description is intended to illustrate the main duties and responsibilities of the job. It is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.
Requirements
- knowledge of best practices and tools for managing organizational development and culture
- Good knowledge of a hotel structure and services provided.
- Focus on Excellence and Customer satisfaction.
- Skills in facilitating collaboration and cooperation.
- Ability to motivate and engage.
- Ability to communicate effectively both orally and in writing.
- A bachelor’s degree
- Five years of professional experience in luxury five-star hotels
- Advanced English level
The position is based in Funchal, Madeira, Portugal, and the contract is permanent full time. You must possess the legal right to work in Portugal.
Belmond is an equal opportunities employer that is committed to diversity and inclusion in the workplace.
Benefits
- Competitive Salary
- Complementary room nights in any Belmond hotel in the world
- Private health Insurance
- Other local competitive benefits