|
Function /department |
Quality & Guest Commitment
|
Designation |
Executive – Service Quality |
|
Location |
Mumbai |
Grade |
M4A |
|
Reports to |
Manager – Service Quality |
Reportees |
|
1.
JOB REQUIREMENTS
|
Education
Qualification |
Essential |
Graduate |
|
Essential Experience |
3-4 years
airlines/hospitality experience in frontline areas |
|
Additional Knowledge |
Diploma in Hotel Management
|
2.
JOB DESCRIPTION
a.
Main Purpose of the Job
|
Independently conduct service
quality audits in all service delivery areas and present
findings along with recommendations. Follow-up on
improvement initiatives assigned. |
b.
Key Responsibilities of the Job (KRA)
|
Sl. |
Responsibility Area |
|
1. |
Make observations of different
service areas as per set procedures and report findings |
|
2. |
Obtain feedback from department
on service deviation & initiative actions |
|
3. |
Conduct Service Quality Audits
at stations and In-Flight Services on all service areas and
report findings in a timely manner. |
|
4. |
Provide inputs to departments
and recommend quality initiatives to user departments |
|
5. |
Analyze
the Guest’s feedback in terms of area & accountabilities |
c. Additional
Responsibilities
|
1. |
Ensure Quality Audit formats
are updated, current and relevant |
|
