About the Role:
We are seeking a Resort Experience Enhancement Lead to drive quality improvements and create unforgettable guest experiences.
As part of our Product & Quality team, you'll work closely with suppliers, Villa Managers, and internal teams to ensure each villa meets exceptional standards.
Your role will be pivotal in developing and implementing a Quality Management System to maintain high villa standards pre, during, and post-season.
Main Responsibilities:
* Develop and implement a Quality Management System to maintain high villa standards pre, during, and post-season.
* Organise regular quality checks and inspections across all villas, particularly before the launch and during the off-season.
* Collaborate with in-resort teams and conduct onsite inspections to ensure quality is maintained.
* Identify underperforming villas and create improvement plans in partnership with suppliers and the contracting team.
* Monitor and report on the status of villas, proposing quick fixes or more complex solutions as needed.
* Manage the investment process, ensuring timely and cost-effective resolution of quality issues.
* Track ROI on villa improvements and report on actions taken to the Head of Product & Quality.
* Oversee villa complaints, client feedback, and ensure accurate representation of properties.
* Review and monitor industry standards, and ensure compliance with quality procedures and specifications.
* Support the sustainability project and contribute to defining business policies.
Key Skills & Experience:
* Strong analytical skills with high attention to detail.
* Proven ability to meet deadlines and deliver top-quality work under pressure.
* Excellent project management skills with the ability to manage multiple priorities.
* Strong numeracy and written communication skills.
* Ability to build relationships and work collaboratively with internal and external teams.
* Experience within the travel industry or a similar environment is preferred.
* A proactive, solutions-oriented mindset with a calm, positive approach to problem-solving.