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 of Lobster Ops in cooperation with the training department.
• Establishment and maintenance of a sustainable quality management system, including statistical analysis and analysis with solutions.
• Implementation of a regular quality meeting structure with the creation, implementation and adherence to quality action plans.
• Creation and communication of a monthly quality snapshot for the 5th of a month – based on the measured results of:
• GSS and Review Pro Feedback MTD & YTD, Care statistics, naming the top 3 weaknesses at the hotel level including measures, taking into account positive feedback on employees, communication and DNA stories.
• Significant promotion of the Care & Compliment culture, exhorting deviations with the support of the Executive Committee where necessary.
• Participation in internal meetings, referring to the quality management.
• Accompanying and implementing all Kempinski Guest Experience initiatives.
• Form control of the local policy & procedure structure as well as regular update management.
• Control the implementation of all Kempinski Policies, Procedures & Standards with feedback to the Executive Committee.
• Creation of a guest intelligence program and control of execution.
• Daily hotel inspection to check quality standards in Front of House and Back of House areas.
• Regular quality checks in cooperation with Lobster Ops.
• Best practice exchange with other Kempinski hotels.
• Active participation in HOD and Direct Line Meeting.

Executive Office:
Representation of PA to the GM in his/her absence.

The Quality Manager is also responsible for complying with or ensuring compliance with the relevant standards, regulations and laws, as well as relevant company service instructions in the area of responsibility (for example, hygiene, occupational safety, working hours, occupational safety and health law, etc.).

Authorities

• House bonus authorization
• Signature authorization according to the current company policy

In addition to the tasks listed here, the job holder is obliged, on the instructions of his supervisor, to execute individual orders that are essentially part of his job or result from the operational necessity.

This job description does not claim to be complete. It can be regularly revised and updated to meet the needs of Kempinski Hotel Gold Coast City Accra in Ghana at all times.

Skills, Knowledge & Expertise

• Minimum Bachelor’s or similar degree from an accredited college or university with major work in Tourism/Hotel Management as well as sound training and education in the international luxury hotel business management.
• At least two years of experience as Director of Quality or similar function
• International experience in comparative positions
• Solid knowledge of cross culture awareness
• Sound training in various departments in international luxury hotels
• Excellent communication and inter-personal skills with thorough cultural intelligence
• Analytic thinking and Quality oriented
• Very good executive competence
• Strong management skills, ability to motivate and supervise employees
• Planning, administration and
• organizational skills
• Customer service skills
• Budgeting experience
• Very good knowledge of Microsoft
• Office applications
• Excellent Opera knowledge
• Pragmatic, goal oriented, innovative