Highlights:

Skills:

Quality Analyst 5/2024 - 5/2025
W Fort Lauderdale Hotel, Fort Lauderdale, Florida United States
Industry: Hospitality
I report to the general manager and the operational manager about all defects, variations, breakdowns, issues and mistakes regarding the daily/weekly operations of the hotel
Key Responsibilities Defect Reporting : Identify, document, and report any deviations from standard operating procedures (SOPs). Collaborate with department heads to analyze root causes and recommend corrective actions. - Variation and Breakdown Management Monitor service levels and operational outputs to identify inconsistencies. Log breakdowns in equipment or processes, prioritizing urgent cases for immediate resolution. - Issue Escalation Escalate unresolved issues to the GM and OM with detailed descriptions, potential impacts, and proposed solutions. Maintain a tracker for ongoing issues and their resolution timelines. - Mistake Analysis Conduct audits to uncover mistakes, including those affecting guest experiences. Work with relevant teams to implement preventive measures. - Guest Relations Support Assist in responding to guest feedback and complaints promptly and empathetically. Provide tailored responses that address specific concerns and align with the hotel’s tone of voice standards. - Daily Operations Walkthroughs Conduct walkthroughs in key operational areas to identify visible and potential defects. Document findings with photographic evidence and detailed notes. - Defect Log Maintenance Use the Guest Experience Platform (GXP) to log defects. Classify defects based on urgency and impact (e.g., high-priority for guest-facing issues). - Weekly Reporting Prepare comprehensive reports summarizing daily findings. Highlight trends, recurring issues, and their resolutions. Present these reports during weekly meetings with the GM and OM. - Guest Feedback Management Respond professionally to guest feedback emails by: acknowledging the issue with genuine empathy. Explaining the resolution steps taken. Offering compensatory measures, if applicable, to maintain loyalty. - Cross-Department Collaboration Organize regular meetings with departmental heads to align on defect resolution processes and share insights. Foster a culture of accountability and proactive problem-solving. - Process Optimization Recommend updates to SOPs based on recurring issues and guest feedback. Utilize technology tools (e.g., GXP) to streamline issue tracking and reporting. - Training and Development Conduct training sessions to help staff identify and prevent operational defects. Share best practices for effective guest communication and service recovery.--

MBA international hotel management 10/2022 - 5/2025
Tunis, Tunis, Tunisia
Degree: Master's Degree
Major:International hotel management
During my MBA in International Hotel Management, I honed my leadership skills, mastering luxury service, operations, marketing, and financial strategies to excel in global hospitality.