Associate Manager, Quality Performance & Analytics

Radisson Hotel Group, one of the most dynamic hotel companies in the world is looking for Associate Manager, Quality Performance & Analytics to join Quality, Brand Standards & Implementation team. You will need to be able to handle analysing bulks of data, while also enjoying supporting hotels in terms of overall quality improvement.

The role:

The Associate Manager - Quality Performance & Analytics will be assisting Associate Director Quality Brand Standards and Implementation for driving global quality performance and guest experience improvement across RHG's portfolio. By establishing and tracking key quality KPIs for 700+ hotels worldwide, the role requires consistent monitoring and reporting of quality performance to key stakeholders. This role plays a key role in identifying areas for improvement, driving data-driven decisions through guest feedback analytics, and collaborating with various departments to enhance the guest experience cycle by analysing guest feedback.

The Associate Manager manages Voice of Guest tool operations functional enhancements to meet the evolving needs of internal stakeholders. Additionally, this role will be involved in leading global training initiatives to build competency in quality management across the organization, ensuring that both new and existing members are equipped to uphold RHG’s high standards.

Responsibilities:

·       Support defining and propose relevant quality KPIs and performance targets for over 700 hotels across all global regions/areas.

·       Monitor and track the quality performance of all hotels and regions/areas, providing comprehensive KPI reports on a monthly and ad-hoc basis.

·       Communicate key insights to corporate, area, and hotel management, highlighting areas for improvement through clear and actionable reports, presentations, and ad-hoc communications.

·       Develop and optimize quality performance reports (e.g., BI dashboards, Excel reports) to ensure accessibility, clarity, and streamlined reporting processes.

·       Enhancement of user journey for both brand audit & voice of the guest tool and the development for the seamless user experience together with suppliers including access & onboarding.

·       Analyse and provide actionable guest insights related to various experience touchpoints, delivering tailored reports to internal stakeholders (Experience, Meetings & Events, Food & Beverage, Operations, etc.).

·       Collaborate with cross-functional teams to develop guest-centric KPIs and support experience enhancement initiatives across departments.

·       Acting as the main point of contact for internal users, technical support, and the external vendor to ensure smooth daily operations for Voice of the Guest tool as well as functionality development for RHG.

·       Design and deliver training programs on RHG’s quality management and Voice of Guest systems for internal stakeholders, ensuring consistent knowledge and best practices across all levels, with a focus on new hires.

·       Organize and lead global training events, such as webinars and bootcamps, in collaboration with vendors and stakeholders to update and reinforce knowledge of key quality-related topics across the global hotel network.

·       Support Loyalty & Brand Compliance teams in terms of data & analytics analysis and presentation

·       Ad-hoc projects relevant to department and company and department’s strategy when necessary

A SUCCESFUL CANDIDATE HAS:

·       Minimum 2 to 3 years of experience in similar job field

·       Is fluent in English, both verbal and written, additional languages will be a plus.

·       This role requires exceptional written and verbal communication skills to draft clear reports, deliver engaging presentations, and daily interaction with internal and external stakeholders.

·       The ideal candidate will have a solid understanding of data analysis and preferably experience in the hospitality industry or strong affinity for the hospitality industry

·       Microsoft Office expert user (Excel and PPT) and experience with Data visualization tools.

·       Strong project management abilities: capable of prioritizing and handling multiple projects simultaneously, under tight time constraints and within budget parameters

·       Flexible, proactive, can-do attitude

·       Team player with a global mindset, able to work with a variety of different stakeholders at all levels of the organization

·       Autonomy and high feeling of responsibility

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Associate Manager, Quality Performance & Analytics

Radisson Hotel Group, one of the most dynamic hotel companies in the world is looking for Associate Manager, Quality Performance & Analytics to join Quality, Brand Standards & Implementation team. You will need to be able to handle analysing bulks of data, while also enjoying supporting hotels in terms of overall quality improvement.

The role:

The Associate Manager - Quality Performance & Analytics will be assisting Associate Director Quality Brand Standards and Implementation for driving global quality performance and guest experience improvement across RHG's portfolio. By establishing and tracking key quality KPIs for 700+ hotels worldwide, the role requires consistent monitoring and reporting of quality performance to key stakeholders. This role plays a key role in identifying areas for improvement, driving data-driven decisions through guest feedback analytics, and collaborating with various departments to enhance the guest experience cycle by analysing guest feedback.

The Associate Manager manages Voice of Guest tool operations functional enhancements to meet the evolving needs of internal stakeholders. Additionally, this role will be involved in leading global training initiatives to build competency in quality management across the organization, ensuring that both new and existing members are equipped to uphold RHG’s high standards.

Responsibilities:

·       Support defining and propose relevant quality KPIs and performance targets for over 700 hotels across all global regions/areas.

·       Monitor and track the quality performance of all hotels and regions/areas, providing comprehensive KPI reports on a monthly and ad-hoc basis.

·       Communicate key insights to corporate, area, and hotel management, highlighting areas for improvement through clear and actionable reports, presentations, and ad-hoc communications.

·       Develop and optimize quality performance reports (e.g., BI dashboards, Excel reports) to ensure accessibility, clarity, and streamlined reporting processes.

·       Enhancement of user journey for both brand audit & voice of the guest tool and the development for the seamless user experience together with suppliers including access & onboarding.

·       Analyse and provide actionable guest insights related to various experience touchpoints, delivering tailored reports to internal stakeholders (Experience, Meetings & Events, Food & Beverage, Operations, etc.).

·       Collaborate with cross-functional teams to develop guest-centric KPIs and support experience enhancement initiatives across departments.

·       Acting as the main point of contact for internal users, technical support, and the external vendor to ensure smooth daily operations for Voice of the Guest tool as well as functionality development for RHG.

·       Design and deliver training programs on RHG’s quality management and Voice of Guest systems for internal stakeholders, ensuring consistent knowledge and best practices across all levels, with a focus on new hires.

·       Organize and lead global training events, such as webinars and bootcamps, in collaboration with vendors and stakeholders to update and reinforce knowledge of key quality-related topics across the global hotel network.

·       Support Loyalty & Brand Compliance teams in terms of data & analytics analysis and presentation

·       Ad-hoc projects relevant to department and company and department’s strategy when necessary

A SUCCESFUL CANDIDATE HAS:

·       Minimum 2 to 3 years of experience in similar job field

·       Is fluent in English, both verbal and written, additional languages will be a plus.

·       This role requires exceptional written and verbal communication skills to draft clear reports, deliver engaging presentations, and daily interaction with internal and external stakeholders.

·       The ideal candidate will have a solid understanding of data analysis and preferably experience in the hospitality industry or strong affinity for the hospitality industry

·       Microsoft Office expert user (Excel and PPT) and experience with Data visualization tools.

·       Strong project management abilities: capable of prioritizing and handling multiple projects simultaneously, under tight time constraints and within budget parameters

·       Flexible, proactive, can-do attitude

·       Team player with a global mindset, able to work with a variety of different stakeholders at all levels of the organization

·       Autonomy and high feeling of responsibility

­­­