DescriptionAbout Langham Hospitality Group
A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.
LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.
Key Responsibilities:
Data Analysis
- Analyse guest satisfaction data from various channels including but not limited to survey and social media, to identify trends.
- Evaluate results from internal audit and mystery assessment programs to generate reports and provide solid insights for management to identify opportunities for enhancement.
- Generate comprehensive quality-related reports and presentations.
Quality Systems
- Set up and maintain quality systems to ensure compliance and operational efficiency.
- Edit and manage the content of the Daily Legend for LHG, ensuring the quality of the Daily Legend library across hotels.
- Oversee the SMARTSUITE and SOP Circle 2.0 platforms to ensure SOPs are properly stored, created, updated, approved, and shared with hotels.0
- Deliver training related to the usage of quality systems and platforms.
- Coordinate internal quality events or programs to foster a culture of quality within the organization.
- Support hotel openings by establishing quality systems from the outset
Administrative and Technical Support
- Perform various administrative and clerical tasks to support the daily operations of the LHG Quality and Sustainability team.
- Collaborate with LHG IT and service partners to provide technical support for quality-related systems, including the Voice-of-Customers (VOC) system and SOP knowledge management platform.
- Address technical issues in coordination with partners and service providers.
- Provide support to the LHG reception team as needed.
- Complete any additional tasks assigned by the Manager, Quality and VP, Quality & Sustainability.
Requirements:
- Bachelor’s degree in Hospitality, Business, Science, or related disciplines.
- Experience in the hotel or service industry is advantageous.
- Proficient in Microsoft Word, Excel, and PowerPoint.
- Fluent in English and Mandarin, both verbal and written.
- Excellent analytical skill with the ability to collect, organize and disseminate data and information accurately, complemented by strong problem-solving skills and keen attention to detail.
- Interest in managing IT systems and a commitment to excellence in routine tasks.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Good interpersonal skills, capable of communicating effectively with colleagues at all levels.
- Open-minded and flexible in adapting to changing work environments.
- Presentable and confident in professional interactions.
For more information about Langham Hospitality Group, please visit: http://www.langhamhospitalitygroup.com/