About this role
Hoist Group is looking for Senior Standards Compliance Officer.
Goal and Main Activities of the Position:
Hoist Group aims to become the number one provider for the applicable products & services across all significant chains operating in Europe, the Middle East & Africa (EMEA).
The Central Operations Team & Standards Compliance Team is the customer-oriented coordination unit in which all major activities associated with our target chains are consolidated.This coordination applies not only between the chain and Hoist Group, but also with other external stakeholders with a vested interest e.g. Ownership Groups, Franchisee Groups etc.Addressing these requirements is essential to make the evolutionary step from being “yet another vendor” to being a “strategic partner,” and fulfilling the aspiration of near-perpetual value possible given the size of the footprint of the target hotel chains, and the scope of business delivered by the Hoist Group. Degree level or equivalent standard of general education within a relevant field. A senior person with at least 5-7 years in a Hospitality Project ManagementRecent experience and achievement at a senior management level within an organisation of comparable scope and complexity Main responsibilities:
SPOC for all chain-level quality, technical & service mattersAble to communicate verbally and in writing to CTOs, CMOs, and senior members of the chain HQIdentify trends and opportunities and work closely with the KAD, other Hoist Group Teams and the client to deliver best in class service and higher satisfaction scores.Create value by minimizing the amount of issues (to enable focus on upselling)Create a trusted quality, technical and service orientated interface to the client.Review and build a structured pre-opening site testing to make sure we comply with those chain standardsMeet regularly with our international chain of partners to proactively manage the service side of the relationship as part of a coordinated effort with the Key Account Director.Constantly review processes, look for improvements and ensure delivery of scalable, standardized, brand-compliant services across EMEABuild and manage a centrally documented pipeline of all chain hotels that come into the operations process and align with chain representative to meet completion datesBe responsible for the flow of technical information both up and down the chain.Go beyond the day-to-day to support with the introduction of new services & technologies.Support RFI/RFP processes & grow the Key Account teams contribution to the business.Provide a consultancy service to the countries to support large national bids.Provide monthly reporting to the chains including HSIA and TV reportsReport Service Management updates monthly to the KADReport market intelligence on prices, competition, market dynamics, etc.Contribute regularly to the Product Development RoadmapEnforce brand standards internally and to external partnersDocument and provide training material along with the relevant Hoist training manager to meet chain standardsBuild relationships with key international chains HQ teamPlan high level roll out of new technologies and servicesCoach and support indirect channel partners and contractorsTrain partners or brief specific deals where you led the approachPresentation of materials, SLA adherence etc to chain in reviewsChair internal calls with stakeholders (Engineering, etc to address any development needs etc)Experience leading virtual workgroupsDirect commercial (sales experience)Qualities & Skills:
Must gain respect as a leader, influencer & technical go-to person for multiple teams both internally and externallyWireless tools certification such as EkahauHigh level of expertise with IP technology, networks, and Hospitality solutions including Aruba, Brocade, Cisco, Meraki, FortinetStructured, organised, disciplined, and able to handle different tasks & issues.Ability to work under high pressure including workload and deadlinesInternal relationship builder with ability to work with multinational teamsAnalytical, able repackage and disseminate information for rapid problem solvingExcellent Communication - transparency and pro-active reportingSales skillsStrong communicator internally and to business customers (B2B)Effective problem solver with experience of leveraging this to aid the Sales process.Can think strategicallyKPI Measurement Metrics:
Group EBITA targetRFP success rate - Framework Agreement growth within target chains Chains KPI targets Chain revenue and margin contribution and growthAdditional Information:
High travel intensity post coronaGoal getter with total quality management driveTeam player and “facilitator” for Country teams to grow Key AccountsSalary and Benefits:
This role offers a competitive salary, 33 days’ holiday including bank holidays.
We offer a long-term contract with a competitive salary. On successful completion of probation, you will also have the opportunity to choose additional benefits, including healthcare and pension.
We are seeking motivated and high energy people. You will have a key role in the company and the opportunity to play a key part in the organisation.
What’s more, you enjoy working in a dynamic international environment where customer service & satisfaction are the drivers. Finally, you are results-oriented, you have good communication skills, you work well and remain focused when under pressure and enjoy being a valuable team-player within geographically dispersed teams while able to work autonomously when needed.
If you are up for the challenge and interested in joining our team, we welcome your application via our job portal:
https://jobs.smartrecruiters.com/Hoistgroup
We thank everyone for their interest in this opportunity, however due to the volume of response we receive if you have not heard from us within 10 working days regretfully your application has been unsuccessful.