Quality and Excellence Manager will assist the resort management in achieving its quality and operational excellence objectives\. This includes reviewing, analyzing, implementing, and improving customer service metrics including but not limited to the brand standard compliance, emotional audits, guest satisfaction data, and online reputation management\. This role is also responsible for managing all government relations, including the coordination and renewal of licenses and permits required for the property\. This position is responsible for consistently delivering results that contribute to the mission and overall success of the resort by accomplishing performance objectives focused on business revenues, guest and associate satisfaction, and operational effectiveness and efficiencies\. As the Quality and Excellence Manager, you will be responsible for performing the following tasks to the highest standards: + **Performs Guest Experience analysis, FORBES training, daily audits and prepares other QA reports\.** + **Conduct and leads the regular quality assurance meetings with all departments\.** + **Identifies areas of improvements through trends and analysis of guest feedback from various guest engagement platforms \(internal & external\)\.** + **Identify opportunity areas to enhance processes and develop/propose methods of process improvement to elevate guest engagement\.** + **Analyze guest feedback to understand gaps, make decisions to improve guest satisfaction and communicate them to the relevant HOD’s\.** + **Identify shortfalls into buckets of “Process, Product, People\-Performance, and People\-Training” and communicate with relevant HOD’s and Learning & Development Manager to close the gaps\.** + **Reviews SOP’s and provides support to HOD’s in order to increase efficiency and performance\.** + **Ensures compliance with Conrad Maldives and FORBES standards to create consistency in the highest quality of guest service\.** + **Prepares audit reports and shares feedback with team members and respective HOD’s to foster positive guest experience at all guest touch points\.** + **Observes performance and encourages continuous improvement\.** + **Plans, presents and implement training modules pertaining to Quality Assurance and supporting components to ensure all team members are kept up\-to\-date with latest satisfaction scores and quality trends\.** + **Monitors team members progress to ensure Conrad Hotels and Resorts brand standards are implemented and followed on a consistent basis\.** + **Prepare team for FORBES audits, QA inspections and Mystery audits to achieve a “green” standing\.** + **Attends departmental pre\-shifts meetings, communicates transparently with Hotel Manager on new processes and procedures that may impact guest experience positively\.** + **Bring in innovative strategies on elevating guest experience and continuous process improvement\.** General + **To fully embrace the values of Hilton and Conrad Hotels and Resorts\.** + **To be fully familiar with the Conrad Brand Standards and the Quality Assurance Audit and to follow these standards of service at all times\.** + **To have a complete understanding of the Conrad Maldives Rangali Island’s Team Members Handbook and to adhere to the rules and regulations of the Resort\.** + **To maintain a high standard of personal appearance and hygiene at all times by adhering to the Conrad Maldives Rangali Island Grooming Standards\.** + **To report to work punctually wearing the correct uniform and nametag at all times\.** + **To have a complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety\.** + **To takes direction from and carry out any requests by management in conjunction with work\.** + **To keep up\-to\-date with the Stay Score results and to seek to positively influence these results by following the Conrad Brand Standards\.** Supportive Functions + **Establish QA process and procedures\.** + **Manage government relations\.** + **Ensure that necessary government permits and approvals are obtained in a timely manner\.** + **Drive the Guest Experience program in the property** + **Conduct quality audits and share feedbach with Hotel Manager and relevant HOD’s\.** + **Liaise with brand performance support teams and internal/external quality auditors\.** + **Conduct weekly walk\-trough of operational areas to address needs and follow up on agreed rectifications\.** **What are we looking for?** AQuality and Excellence Managerserving Hilton Brands is always working on behalf of our Guests and working with other Team Members\. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: ·Completed Bachelor’s Degree in Hospitality or similar ·Minimum of 3 years work experience in luxury hospital or similar\. ·Experience in training techniques / Quality Assurance process\. ·Strong communication skills both verbal and written\. ·Strong organizational, planning and analytic skills\. ·A passion for delivering exceptional levels of Guest service\. ·Excellent grooming standards\. ·Flexible, reliable, accountable and resilient\. ·Ability to work under pressure\. **What will it be like to work for Hilton?** Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full\-service hotels and resorts to extended\-stay suites and mid\-priced hotels\. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value\. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands\. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day\. And, our amazing Team Members are at the heart of it all\! **Job:** _Guest Services, Operations, and Front Office_ **Title:** _QUALITY & EXCELLENCE MANAGER | CONRAD MALDIVES RANGALI ISLAND_ **Location:** _null_ **Requisition ID:** _HOT0BOED_ **EOE/AA/Disabled/Veterans**