Experience

IntercityHotel

• Germany
• Hospitality
• 100 - 200 Employee

• Junior Manager Quality & Standards

  • Jun 2020 - Present



Thomas Cook Group plc

• Travel Arrangements
• 700 & Above Employee

• Quality Manager

  • Feb 2018 - Oct 2019

  Ensuring the Thomas Cook Group hotel quality standards in destination are met and improved, through continuous analysis of set KPI's. - Focussing on a portfolio of hotels relevant to the business, establishing which hotels are underperforming through adequate interpretation of mainly NPS accommodation and hotel complaint rates plus customer satisfaction scores and online reviews. - Identifying issues causing low customer satisfaction, negotiating and successfully implementing Quality Improvement Plans (QIP) for underperforming properties. - Acting as a main point of contact for hoteliers, product and purchasing departments. - Monitoring and reporting construction works in destination, enabling a pro-active complaint and customer protection management. - Managing and negotiating recoveries in the responsible destinations from the supplier for all source markets. - Overseeing that high quality standards are met for all products and services offered within the entire destination operation, and to liaise regularly with all stakeholders to ensure this is achieved

• Quality Admin

  • Apr 2017 - Jan 2018



Thomas Cook Group plc

• Travel Arrangements
• 700 & Above Employee

• Internship iDS Quality

  • Sep 2016 - Nov 2016



H10 Hotels

• Spain
• Hospitality
• 700 & Above Employee

• Internship Hotel Management

  • Apr 2015 - Aug 2015