Position Overview
The overall scope of the job includes ensuring optimal communication between management, all administrative and operational departments. Quality assurance and enhancement according to Kempinski standards and hotel-specific standards.
Key Responsibilities
Quality Management:
Daily processing of guest feedback on GSS, Review Pro, care/Compliment entries and direct correspondence in cooperation with all administrative and operational departments, including resubmission and ongoing guest correspondence.Implementation of individual quality measurements and guest surveys.Send daily updates about the current status of quality ranking on all channels internally.Analysis of the causes of guest dissatisfaction in cooperation with the responsible department managers.Implementation of improvement processes in cooperation with the responsible department managers.Implementation and sustainable continuation...