Luxury Service Excellence Lead
1 week ago
The Luxury Service Excellence Lead will oversee the implementation and maintenance of quality standards across all hotel operations, ensuring alignment with Banyan Tree's brand, Forbes Travel Guide (FTG), and LQA.
Key Accountabilities:- Quality Management:
- Develop and execute strategies to enhance compliance with luxury standards, identifying areas for improvement and implementing corrective actions.
- Maintain accurate records of quality metrics, analyzing trends and making recommendations for process improvements.
- Guest Services:
- Design and implement initiatives to enhance the guest experience, focusing on delivering exceptional service quality and exceeding guest expectations.
- Cultivate strong relationships with cross-functional teams, fostering a collaborative environment that drives positive change.
- Operational Efficiency:
- Conduct regular internal audits and mystery guest assessments to evaluate the hotel's compliance with FTG, LQA, and Banyan Tree standards.
- Analyze operational performance data, identifying opportunities for improvement and developing actionable insights to drive business growth.
- Performance Measurement:
- Track and analyze KPIs related to service quality, guest satisfaction, and operational efficiency, ensuring alignment with FTG and LQA standards.
- Presentation actionable insights and recommendations to senior management, driving business growth through data-driven decision-making.
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