ABOUT THE ROLE
鈥scalation & Relationship Management
Serve as the primary regional escalation contact for all Luxury &Lifestyle hotel support matters, ensuring swift and effective resolution. Cultivate and sustain trusted partnerships with hotel owners, General Managers, and regional leadership teams. Represent and champion hotel-specific operational needs, ensuring alignment with global service standards and strategic priorities.
鈥uality Assurance and Service Excellence.
Design and implement regional quality control frameworks for Level 1support. Lead regular audits and performance reviews to ensure service excellence. Partner with service providers to elevate support capabilities and responsiveness.
鈥roactive Problem Management and Trend Analysis.
Identify systemic challenges and recurring issues across the Luxury & Lifestyle hotel portfolio, ensuring they are addressed before impacting operations. Lead cross-functional initiatives to resolve persistent problems and enhance service delivery. Monitor support trends to inform strategic improvements and foster a culture of continuous enhancement and operational resilience.
鈥erformance Measurement and Reporting.
Oversee regional dashboards and KPIs for support performance. Provide actionable insights to senior leadership and hotel stakeholders. Use data to drive strategic decisions and optimize support operations.
鈥takeholder Management and Communication. Facilitate clear communication across hotels, support teams, and leadership, ensuring alignment on priorities and consistent service standards.
Key input goals
鈥egional escalation framework and resolution protocols
鈥uality audit program and training roadmap
鈥onthly and quarterly performance reports with actionable insights
鈥otel satisfaction improvement plan
鈥trategic relationship management framework
鈥ey output goals
鈥eduction in escalation volume and resolution time
鈥mprovement in first-contact resolution rates
鈥ncrease in hotel satisfaction scores
鈥ecrease in recurring technical issues
鈥trengthened stakeholder engagement and trust