Responsibilities
Service Standards and Experiences: Auditing
- Create an audit framework in which to review Aman Retail Service Standards and Experiences
- Regularly travel to resorts and hotels to audit on the Aman Retail Service Standards and Experiences
- Compile audit reports on each hotel which is presented to the GM and Store/Spa Manager for the respective region
- Provide feedback to Head Office on any training requirements
- Go-to person for any external mystery shopper auditors
- Work closely with the property L&D and quality assurance teams to support day to day quality assurance activities
Service Standards and Experiences: Training
- Support new openings in terms of training
- Develop further training programmes and training manuals for Aman Essentials Service Standards and Experiences
- Ensure implementation of monthly corporate guidelines
- Travel to hotels and resorts to train teams
- Act as a brand service standards ambassador
Qualifications
- 5+ years’ experience in ultra-luxury retail environment
- Self-starter who loves People, Service and Travel
- Willingness to travel extensively across all Asian regions
- Demonstrates experience in identifying and articulating service standards
- Group training experience essential
- Ability to have difficult conversations with key stakeholders
- Excellent verbal and written communication skills
- Can work under pressure with multiple stakeholders across different regions
- Innovative thinker
