Quality Assurance and Compliance Manager
il y a 2 jours
Nice
About the Company Hello! Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate. Our promise to you: • We will respect and value your background and perspectives, • We will work together with integrity, • We will share our incredible pride for job, company and industry What we ask of you: • Bring passion to all that you do, • Listen, move fast and think innovatively, • Speak up, have ideas and share them, • Believe in customer service, and treating every person with kindness As industry leaders in innovating global airport hospitality, you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world. Join our family today. Together, we'll make travel better. Job Scope: The SLA Manager is responsible for ensuring full compliance with all contractual Service Level Agreements (SLAs) across assigned airport lounge operations. This role oversees service quality, operational checklists, buffet standards, and performance monitoring to ensure contractual commitments are consistently achieved. The SLA Manager works closely with operational leaders, support functions, and airport stakeholders to drive corrective actions, maintain service excellence, and protect the business from penalties or compliance risks. Job Description: • Monitor and ensure compliance with all contractual Service Level Agreements, KPIs, and performance standards., • Conduct daily operational inspections, including verification buffet checklist compliance, service & cleanliness compliance and overall service quality., • Ensure all operational and contractual checklists are completed accurately and within defined timelines., • Identify service gaps, non-conformities, and compliance risks, and initiate immediate corrective actions., • Conduct daily/weekly meetings with internal stakeholders to review the days findings and prepare clear workflow plans to close gaps promptly., • Coordinate closely with the Executive Chef, Director F&B, Procurement, Finance, General Manager, and Regional Head Office to ensure SLA requirements are aligned with operational, financial, and quality objectives., • Work collaboratively with Executive Chef & Dir FnB to ensure buffet presentation, food quality, beverage quality ,replenishment standards, and menu compliance meet contractual obligations., • Liaise with Procurement to ensure approved suppliers, product specifications, and service standards align with contractual commitments., • Coordinate with Finance to monitor penalty risks, cost impact, and performance-linked financial implications., • Conduct weekly review meetings with airport client representatives to discuss operational performance, service improvements, compliance status, and agreed action plans., • Maintain strong working relationships with airport stakeholders to ensure transparency and proactive issue resolution., • Prepare and submit daily, weekly, and monthly SLA performance reports to management and regional office., • Support internal and external audits related to contractual compliance., • Ensure documentation of corrective actions, root cause analysis, and preventive measures., • Escalate recurring issues or high-risk non-compliance matters to senior management with recommended solutions., • Drive continuous improvement initiatives to enhance service standards and operational efficiency., • Champion and document best practice processes across business units, ensuring successful initiatives are identified, shared, and recognized internally to drive service excellence., • Develop and submit a Monthly Local Quality Assurance Plan, outlining key quality assurance initiatives and improvement activities for the upcoming 30 days in alignment with Group Quality Assurance requirements., • Execute and coordinate the Mystery Shopper Program in accordance with the annual Quality Assurance plan, ensuring insights are analyzed and corrective actions are implemented to improve service delivery., • Implement and support the Total Quality Management (TQM) – Review, Reinforce, and Refine (TQM-R3) process to strengthen service delivery standards and continuous improvement initiatives across operations., • Ensure the effective implementation of the Defect Reporting, Recording, and Resolution Process (DR3) by encouraging operational teams to report service defects, documenting root causes, and ensuring timely resolution before or after guest departure., • Monitor and analyze guest feedback platforms including guest surveys, review platforms, and internal feedback tools to identify service gaps, recurring issues, and improvement opportunities., • Conduct daily, weekly, and monthly trend analysis of service defects and operational performance indicators, ensuring reduction of recurring issues and improvement in guest satisfaction metrics., • Establish and maintain Quality Improvement Communication Boards within business units to communicate service standards, ongoing quality initiatives, and operational performance updates to frontline teams., • Identify and appoint Quality Champions, PICs, or Duty Managers within business units to lead daily quality improvement initiatives and support implementation of service standards., • Conduct daily quality improvement briefings with operational teams to review service observations, highlight improvement areas, and reinforce service standards., • Collaborate with Learning & Development teams to implement structured on-job training programs focused on service quality standards, SLA awareness, and continuous improvement practices across operational teams., • Be responsible for compiling guest feedback from all portals like google reviews , airport portals etc and share with relevant stake holders . Share a monthly department wise analysis of strengths and areas of improvement ., • Support training and awareness programs to ensure operational teams understand SLA expectations and service standards., • Ensure all steps and escalations in place to avoid any financial penalties Job Requirements: • Minimum 6 to 8 years’ experience in SLA management, operations management, hospitality, airport lounge operations, or contract catering., • Bachelor’s degree in hospitality management or business administration, or related field preferred. Being certified in six sigma green belt is an added advantage., • Strong understanding of Service Level Agreements, KPIs, and contractual compliance frameworks., • Knowledge of food and beverage is preferred., • Experience managing multi-stakeholder environments., • Strong analytical and reporting skills., • This is an operational role that requires majority of time to be within live operations to check SLA compliance on a daily basis., • Confident in leading meetings with clients and senior internal stakeholders., • Good negotiation and problem-solving skills., • Proficient in Microsoft Excel, Word, and reporting tools., • Strong organizational skills with ability to manage multiple priorities., • Ability to work under pressure in a fast-paced airport environment. Note: Please Attach your CV / Resume in English
