Role in Management Office (VAJ)

About the Function

This role leads the Brand Experience performance within the hotel, ensuring continuous improvement in guest satisfaction, service quality, operational standards, and brand messaging. The objective is to strengthen financial results, customer loyalty, and brand advocacy.

Acting as an internal advisor and mentor, the role evaluates operational needs and identifies effective solutions. Working across departments, the focus is on improving guest experience and service standards. These improvements may involve training, but can also include enhancements in management practices, employee morale, equipment, or operational systems.

The position also supports the implementation of long-term strategies defined by Corporate, helping EHG achieve sustainable performance while aligning with the EHG Quality and Brand Experience Policy. Close collaboration with Brand Marketing ensures consistent brand delivery across all employee journeys and guest touchpoints.

Key Requirements

• Degree in Quality, Hospitality, Business Management, or a related field

• Training qualification or currently pursuing one

• Experience facilitating senior staff groups (essential)

• At least 2 years of experience in Quality Management, Strategic Management, or Business Excellence, ideally in the service sector

• Advanced proficiency in MS Excel, PowerPoint, Word, Visio, and MS Project

• Strong knowledge of process management and process mapping methodologies

Performance Indicators

Success in this role will be measured by:

• Strengthening operational excellence and brand service delivery

• Completing strategic projects within defined timelines

• Developing and executing brand service immersion strategies

• Improving customer satisfaction scores, including Mystery Shopper results or TripAdvisor rankings

Core Competencies

• Customer Focus

• Results Orientation

• Continuous Learning

• Innovation and Challenge

• Resilience

• Adaptability