PURPOSE OF THE POSITION:   

To lead O&L Leisure to be the top choice in all regions by overseeing and implementing quality assurance and quality control measures across all properties.  Develop and maintain quality management systems, conduct audits, identify areas of improvement, and embed the O&L Persona in all operations ensuring compliance, and alignment with brand promise and price positioning.

QUALIFICATIONS & EXPERIENCES:

• Bachelor’s degree in Hospitality and Tourism, Business Administration or Quality Management
• Minimum 8 years’ experience in the hospitality industry of which 2 years must be in a managerial role.
• Experience in implementing quality management systems, conducting audits, and driving continuous improvement initiatives.
• Experience in developing and delivering training programs related to quality assurance and guest experience.
• Familiar with relevant quality standards and regulations in the hospitality sector, such as ISO 9001, HACCP, and health and safety regulations.
• Experience in tracking and monitoring quality metrics, guest feedback, and performance indicators, including platforms like Review Pro.

KEY ACCOUNTABILITIES:

• Execute and drive strategic initiatives related to Guest Experience and Quality Assurance.     
• Lead O&L Leisure to be the premier choice, reflecting the O&L Persona consistently.
• Ensure compliance with the O&L Persona values and customer experience journey.
• Develop and implement quality standards and procedures across all operational departments.
• Conduct daily inspections across all departments.                                                          
• Monitor operating procedures rigorously to uphold high operational standards consistently.
• Regularly monitor guest feedback and satisfaction metrics to assess deviations promptly.     
• Monitor the quality and consistency of all operations touchpoints.                             
• Oversee and ensure the quality of goods and materials procured for operations, providing input to maintain brand standards.                                                              
• Ensure brand compliance and maintain consistency in the guest experience journey through effective copywriting in marketing materials.                                                      
• Guide the development of action plans based on quality audit results and ensure their effective implementation across departments.
• Champion continuous improvement initiatives by incorporating feedback from inspections, audits, and performance evaluations to enhance overall quality management processes.     
• Monitor food & beverage and all other departments safety, quality, and hygiene systems effectivity through regular internal and external audits, with corrective actions put in place timeously and effectively.                                                               
• Check and monitor all aspects related to food safety, enforcing adherence to HACCP regulations, brand standards and Health & Safety policies and procedures.                                                                                                                                                                                                                                                               

SKILLS REQUIRED:

• Be Authentic
• Live the O&L Persona & Values
• Cause Alignment
• Take Bold Stands
• Lead Growth
• Deliver Extraordinary Results
• Inspire Innovation

CLOSING DATE: 6 May 2024