Overview
Sr. IVD QA Manager Jobs in South San Francisco, CA at Veracyte
Summary
The Quality Assurance Team will be the key drivers to maintain The Boca Raton’s high standards of service and hospitality. The agents are believed to be knowledgeable about the resort, the operations, be able to communicate in a luxury manner and build strong relationships with guests and fellow associates.
Essential Functions
Maintain complete knowledge of:
Forbes 5 Star Standards
Resort Values, Gold Standards, Vision, and Mission
All hotel policies and procedures
All hotel features/services, hours of operations
All hotel restaurant outlets, dress code, and ambiance.
Resort systems; Including but not limited to: Opera, Kipsu, Navis, Shift Notes, 7 Rooms, Medallia and Spa Soft.
Ensure the information provided to Guests is accurate, individualized, and updated.
Ability to multitask in a high pace environment switching between calls, emails and necessary systems.
Facilitate all guest service recovery requests following the Forbes Five Star Guest Service Request standards.
Builds strong relationships with guests, and team members to gain a full understanding of policies, procedures and remember to “Learn the truth” when investigating a quality lapse in either a product or service.
Respond to all guest satisfaction surveys, emails and social media reviews within 24 hours with genuine and appropriate responses, ensuring Forbes Five Star Guest Service standards.
Responsible for elevated luxury service by responding to guest surveys, social media reviews, emails, and phone calls with a friendly, warm, sincere tone, while recognizing and empathizing with individual guest needs.
Responsible for adding guest notes on Opera platform regarding any glitches in stay to ensure the guests next experience exceeds expectations.
Resolve guest complaints and disputes with the assistance of your manager, director and above.
Escalate reoccurring concerns to the Deputy Chief of Staff.
Internal Relationships
Reports to the Deputy Chief of Staff as part of the Executive Office of the President. Quality Assurance agent works closely with all properties and departments on the resort. Following up and taking note on trends of service.
External Relationships
Has regular contact with the resort guest. Maintains appropriate relationships with these and other constituencies to enhance the image of the Company and the attainment of its objectives.
Qualifications
Interacting with Multiple Systems — Using a variety of applications (including hardware and software) to assist guests in planning their stay, entering data, processing complete itineraries by consolidating information from multiple applications.
Communicating with Associates Outside of the Department — Representing the Guest Experience Department to every other department in the resort for follow-through; via specific communication protocols utilizing email, telephone, radio, text messages, or through other applications.
Establishing and Maintaining Interpersonal Relationships —Developing constructive and cooperative working relationships with others and maintaining them over time.
Education/Experience Requirements
Education:
High school diploma or equivalent required.
4-year college degree preferred with emphasis on foreign languages
Experience:
Previous work experience in high pace operations
Previous work experience in a luxury environment preferred.
High proficiency in computer software such as computer programs, apps, and websites preferred.
The ability to speak and write in English, demonstrate intensive customer focus and reliability, and maintain a well-groomed presentation.
Physical Requirements
Sitting Constant.
Walking, climbing stairs Occasional.
Crouching/Bending/Stooping Rare
Reaching Rare
Pushing/Pulling Rare
Near Vision Occasional
Far Vision Occasional
Hearing Constant
Talking Constant
Lifting/Carrying (15 lbs.) Rare
Travel Rare
In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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Title: Sr. IVD QA Manager
Company: Veracyte
Location: South San Francisco, CA
