Quality & Guest Experience Manager

Company DescriptionNestled in the beautiful Jimbaran Bay, in Jimbaran Hijau development area, Raffles Bali is a haven of refined seclusion, perched on a hill that offers stunning views of the ocean and its secluded beach. With only 32 ocean-view villas, each featuring its own outdoor terrace and private pool, Raffles Bali stands as one of the finest resorts in Bali, showcasing mesmerizing sunsets, lush tropical gardens, and exquisite dining experiences. Guests can indulge in our signature Bali Sling at the iconic Writers Bar, enjoy a romantic dinner in The Secret Cave and Purnama Honeymoon Bale, orrejuvenate at The Sanctuary, a hillside treatment suite, or at Raffles Spa. Our Raffles Wellbeing Butlers can arrange a variety of bespoke treatments, cultural immersions, and personalized activities, to provide the ultimate experience on the Island of the Gods.Job DescriptionGENERAL COMPETENCIESDirects all aspects of Quality Assurance and Quality Improvement in Raffles Bali by working together with the team to ensure all targets related to Quality and Audit are met according to our targetEnsure guest relations and guest experience function to achieve the highest possible guest satisfaction to current and future well-travelled connoisseursTo ensure the daily implementation of service delivery by providing the method and support required by company standardGuest Satisfaction Target with relevant target breakdown by departments Hotel KPI target and how it is relevant to Quality and Guest ExperienceSPECIFIC SKILLSTo ensure maximum guest satisfaction through personal recognition and prompt cordial attention from throughout the guest cycleTo ensure all pre arrival correspondences are being followed up according to the standard of 14 days or beforeEnsure to follow up on guest preferences or special request that we need to prepare in advanceReview arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requestsInspects all villa prior to arrival to ensure no issue during stayMeet and greet guests personally during stay and seek for feedbackLiaise with other departments and whenever necessary, outside vendor to ensure excellent service deliveryOversee maintenance of efficient repeat guest history systemHandle guest complaints and refer them as necessary, follows up on corrective actionMonitors and advises on how the system is performing, which may often include the publication of statistics regarding company performance against set measuresTo champion, support or lead quality improvement initiatives (LQA)Reviews VOG performance (Voice of The Guest) Guest Satisfaction Survey and On Line Reputation Management daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholdersReview manual feedback produce by internal departments; F&B, SPA, Guest Activity, etc to identify area for improvement Ensuring that all managers, supervisors develop and maintain their part of the quality management systemResponsible for supporting the development and maintenance of a guests-focused culture within the organizationTo liaise with Training Department and related Department to determine training needs to improve guest satisfaction scoreInvolved in developing the quality goals and targets in the organization’s strategic planConsistently offer professional, friendly and engaging serviceChampion the hotel membership program and to ensure all team member are knowledgeable about the program and all member receive their benefitsDemonstrate awareness of occupational health and safety policies/ FSMS (Food Safety Management System) procedures according to the HACCP standards and ensure all processes are in adherence to safety legislationSupport the yearly hotel certification program and ensure that all required points are met according to the requirementsSupervise guest activity which are conducted by internal team of Raffles Bali with example below but not limited to in case of new activity in the future: Botanical Tour, Balinese House Visit, Resort Temple Visit, Yoga, Taichi, Cooking and Cocktail Classes, Children Activities, etcSupervise guest activity which are conducted by internal team of Raffles Bali in conjunction with third party vendor with example below but not limited to in case of new activity in the future: Kayak, Surfing, Stand Up Paddle, Fishing Trip, Boat Ride Sunset Cruise, Outdoor Sports, Children GamesQualificationsBachelor’s degree in Hotel Administration, Business Administration or equivalent3 years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience.Type and level of experience required may vary slightly based on size and complexity of operation