Quality Analyst

Job Summary

The Quality Analyst is responsible for monitoring and evaluating hotel operations, guest services, and departmental processes to ensure compliance with company standards and service quality expectations. The role involves conducting quality audits, analysing guest feedback, identifying service gaps, and recommending corrective actions to improve guest satisfaction and operational efficiency across the property.

Key Responsibilities

• Monitor and evaluate service quality across hotel departments, including Front Office, Housekeeping, Food & Beverage, and Guest Relations.
• Conduct regular quality audits and inspections to ensure compliance with hotel SOPs and service standards.
• Review guest feedback, online reviews, complaints, and satisfaction surveys to identify areas for improvement.
• Analyse quality-related data and prepare reports highlighting performance trends, service gaps, and improvement opportunities.
• Monitor guest interactions and service delivery to ensure consistent hospitality standards.
• Identify recurring guest complaints and operational issues and recommend appropriate corrective and preventive actions.
• Coordinate with department heads to implement quality improvement initiatives.
• Evaluate employee adherence to standard operating procedures, grooming standards, and guest service protocols.
• Track key performance indicators (KPIs) related to guest satisfaction, service quality, and operational performance.
• Assist in developing and updating quality checklists, audit formats, SOPs, and process guidelines.
• Conduct follow-up audits to verify the effectiveness of corrective actions taken by various departments.
• Support training initiatives by identifying service gaps and recommending training requirements.
• Maintain accurate records of quality audits, guest complaints, corrective actions, and compliance reports.
• Ensure adherence to hygiene, cleanliness, food safety, and applicable hotel quality standards in coordination with the respective departments.
• Prepare periodic quality performance reports for management and recommend strategies to enhance the overall guest experience.

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

• Flexible schedule
• Provident Fund

Work Location: In person