HUMAN RESOURCES VISION

We will strive to create and maintain a community of winning talent which feels valued and lives the connection to the brand in whatever we do. We will provide the freedom and support where individuals can demonstrate their skills and abilities; grow and reach their potential in a performance reward driven environment. Through personalized branded experiences for our guests, we will ensure outstanding results and returns to all stakeholders.

POSITION PURPOSE

To welcome and attend to guests, clients and Office Staff in a professional and personal manner. Assist the Executive Office A&G associates with various office related tasks – described in more detail under essential functions.

Essential Functions

• Maintain in-depth knowledge of hotel operations and quality standards.
• Ensure compliance with Sheraton Brand Standards and Forbes Standards through regular monitoring and training.
• Design and deliver training programs focused on service excellence, guest interaction, and operational quality.
• Train associates on GXP and Guest Voice platforms to enhance guest experience.
• Review Guest Voice feedback and GXP cases daily to identify improvement opportunities.
• Utilize GXP and Guest Voice data to drive continuous service quality improvements.
• Conduct monthly quality audits across operational departments and quarterly self-audits for brand and Forbes standards.
• Perform on-floor observations to ensure consistent quality in guest service delivery.
• Collaborate with department heads and leadership teams to share findings and recommend improvements.
• Lead analysis of guest feedback trends to identify satisfaction drivers and areas for improvement.
• Support initiatives to enhance guest satisfaction and loyalty programs.
• Facilitate effective communication between departments to ensure smooth operations and quality standards.
• Develop strategies to improve product and service knowledge among associates.
• Engage with guests to gather feedback and identify opportunities for service enhancement.
• Assess training needs, plan development programs, and deliver targeted training sessions.
• Ensure associates maintain proper grooming and adhere to hotel guidelines.

Skills and Abilities

• Minimum 3 years of experience in hotel operations or quality management.
• Proficiency in hotel systems (Opera, GXP) and strong computer skills.
• Strong leadership and problem-solving abilities.
• Excellent communication, follow-up, and organizational skills.
• Flexible, proactive, and self-motivated with a results-driven approach.

Qualifications

• High emotional intelligence and ability to adapt to diverse cultural settings.
• Passion for guest satisfaction and service excellence.
• Ability to identify improvement opportunities and implement practical solutions.
• Strong teamwork and relationship-building skills.
• Impeccable personal presentation and professionalism.
• Effective planning, prioritization, and problem-solving skills.
• Commitment to ethical business practices and continuous improvement.

EDUCATION

Bachelor degree required.