CHESHTA DEVI RAMTOHUL

Quality Standards & Compliance

• Develop and implement quality assurance policies, SOPs, and service standards.
• Conduct regular audits of departments (Rooms, F&B, Housekeeping, Spa, etc.) to ensure adherence to brand and service standards.
• Monitor compliance with local health & safety, hygiene, and operational regulations.

Guest Satisfaction Monitoring

• Analyze guest feedback from internal platforms and external review sites (e.g., ReviewPro, TripAdvisor, Google).
• Identify trends and areas for improvement based on guest comments.

Training & Development

• Collaborate with department heads to develop and follow up on action plans.
• Assess training and development needs through audits, performance reviews, guest feedback, and consultation with department heads.
• Organize training sessions related to service standards, complaint handling, and quality awareness.
• Support departmental trainers in delivering consistent onboarding and refresher training.

Monitoring & Evaluation

• Track attendance, progress, and performance of trainees.
• Evaluate training effectiveness through pre/post assessments, feedback forms, and quality indicators.
• Adjust programs based on results and evolving needs.

Performance Improvement

• Set KPIs for service quality and ensure regular monitoring and reporting.
• Drive continuous improvement through root cause analysis and problem-solving.
• Promote a culture of excellence, accountability, and service recovery.

Reporting & Communication

• Prepare monthly quality performance reports for management.
• Lead quality review meetings and participate in management meetings.
• Act as the main contact for brand quality audits or mystery shopper programs.

Risk Management

• Identify and mitigate operational risks affecting quality or compliance.
• Ensure proper handling and resolution of guest complaints and incidents.

Cross Exposure and trainings in Human Resources and Talent & Development departments

OE Tools

• Ensure the hotel is proficient in the use of OE materials and tools. (Operating Brand Standards and Guidelines, LQA standards and assessments, Reviewpro, Messagebox, Pre-arrival touch points, Anantara App and Okkami)

Operational Strategy and Excellence:

• Develop and implement strategies to enhance operational processes and drive operational excellence throughout the hotel.
• Conduct regular assessments of operational procedures and LQA standards, identifying areas for improvement and ensuring adherence to best practices.
• Collaborate with department heads and staff to establish key performance indicators (KPIs) and implement performance measurement systems to track progress and identify areas of concern.
  • Attend daily morning briefing to ensure OE is part of the daily conversation
  • Attend depart. briefings at least twice per week to ensure OE is part of the daily conversation.
  

Training and Continuous Improvement:

• Create and implement training programs in collaboration with the Learning Manager to ensure all staff members are equipped with the necessary skills and knowledge to deliver exceptional service.
• Foster a culture of continuous improvement by promoting innovation, sharing best practices, and recognizing and rewarding exceptional performance.
  

Guest Feedback and Reputation Management:

• Plan, set targets, and monitor the improvement of the resort's rankings based on feedback received on various travel channels (e.g., Trip Advisor, Booking.com, Expedia, Holiday Check, Agoda, Trip.com) to ensure ranking targets were met and maintained top performer status.
• Examine guest complaints and issues, ensuring prompt remedial actions by responsible Heads of Department and Management.
  

Reporting and Committee Participation:

• Prepare owner's reports for Operational Excellence and attended Q Reviews.
• Actively participating as a member of the HACCP Management Team, Green Growth Committee, and Health & Safety Committee.

Global OE Network:
• Participate in OE Network web calls, meetings and conferences where required.
• Participate in pilot projects, testing new tools/innovations and/or sharing feedback on trial initiatives.

Cross exposure: Front Office, Housekeeping, Food & Beverage, Spa, Reservation & Revenue and People & Culture departments

Cross-exposure and training in Sales & Marketing Department

• Develop several new projects with the leaders.
• Participation in executing various events.
• Work close with the Marketing for Collaterals.
• Use to Marketing tools.

Managed Human Resource, Finance and Administration Departments

• Manage the recruitment and selection process.
• Prepare employment contracts/offers and draft employee letters, including confirmation of employment.
• Ensure timely and accurate filing of all employee and HR data.
• Support the accounting department in processing payroll records, correcting timekeeping inconsistencies.
• Prepare and send quotations to clients, prepare purchase orders, issue invoices, and closely follow up on debtors.
• Conduct monthly bank reconciliation and cash flow analysis, addressing unpresented cheques and outstanding lodgements.
• Calculate VAT monthly and prepare quarterly VAT returns.
• Calculate payroll, issued payslips, and file NPF, PAYE returns, and monthly TDS returns
• Collaborate with auditors during reviews, offering assistance and clerical support.
• Manage the incorporation process, including the appointment of directors,shareholders, secretary, and structuring shares.
• Handle the application process for BLUP, PIN certificates, Land Conversion Permits, online registration reports and HRDC
• Act as the primary point of contact for clients seeking information about services.
• Respond to emails and correspondence to ensure smooth business communication.
• Prepare detailed agenda plans for meetings to cover key business priorities.
• Record and follow up on meeting actions for timely resolution and milestone delivery.
• Manage business travel logistics, booking cost-effective transport and accommodation.
• Provide high-level administrative support to office staff, ensuring service excellence in office operations.

• Initiate nurture and develop long term customer relationship
• Encourage repeat purchase through premium service delivery
• Ensure strict adherence to all local laws, BOM, FIAMLA guidelines & regulations
• Ensure adherence to laid down directives by the management
• Upholding our mission statement 'Exceptional Service from Exceptional People'
• Ensure accurate cashiering and quality service to all customers
• Ensure all the registers and files are updated on a regular basis
• Ensure that all necessary security measures are implemented
• Fulfilling such cognate duties and other assignments as may be requested by Management
• Ensure profitability and all transactions through accurate pricing service
• Adhere to defined security measure and maintain vigilance
• Compliance with all process defined in the internal controls manual.