Service Quality Improvement Coordinator

1 day ago

Muscat, Muscat, Oman beBee Careers Full time
Employee Development and Quality Assurance Specialist

The Assistant Learning C Quality Manager plays a crucial role in enhancing staff training programs and maintaining high standards of service quality across the organization. This position involves coordinating training initiatives, conducting quality audits, and assisting department heads in identifying and implementing best practices to ensure exceptional guest experiences.

Key Responsibilities:

  1. Assist in the development, implementation, and evaluation of training programs tailored to the needs of the hotel staff.
  2. Coordinate training schedules and logistics, ensuring all employees have access to essential programs and resources.
  3. Support new employee onboarding processes by facilitating orientation and initial training sessions.
  4. Help conduct regular quality assessments and audits to evaluate service performance and compliance with organizational standards.
  5. Gather and analyze guest feedback, employee performance metrics, and audit outcomes to identify areas for improvement.
  6. Work with department heads to implement corrective actions and continuous improvement initiatives based on quality assessments.
  7. Partner with various departments to establish training goals and performance benchmarks that align with overall organizational objectives.
  8. Act as a resource for team members regarding service standards, policies, and procedures.
  9. Assist in creating an ongoing feedback loop to foster a culture of accountability, recognition, and continuous improvement.
  10. Maintain records of training attendance, assessment results, and quality metrics to track progress and effectiveness.
  11. Prepare reports for senior management detailing training outcomes, quality trends, and overall performance metrics.
  12. Support the Learning C Quality Manager in specific projects aimed at enhancing service delivery and operational best practices.
  13. Stay updated with industry trends and learning methodologies to bring innovative training solutions and quality practices to the organization.

Requirements:

  • Diploma in Hospitality Management, Human Resources, Education or a related field.
  • Prior experience in hospitality training, quality assurance or operations with at least 1-2 years in a relevant role.
  • Strong understanding of hospitality service standards and quality management principles.
  • Excellent communication, presentation, and interpersonal skills.

Desirable Skills:

  • Strong analytical skills and attention to detail to evaluate training effectiveness and quality compliance.
  • Ability to work collaboratively and build relationships across various teams.
  • Proficiency in Microsoft Office Suite and survey tools.
  • Strong organizational skills with the ability to manage multiple projects and priorities.

This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of responsibilities.

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