Job Description
About Romina PLC
Romina PLC was founded in 1973 by Girma Taye, has grown from a small restaurant in Arat Kilo into a diversified group with a strong presence in hospitality, trading, sole importer of Jaquar World bathroom solutions coffee exporting, and product distribution.
Koba Patisserie is a modern patisserie and bakery located in Addis Ababa, known for its freshly baked goods and delicious pastries. The establishment celebrates Ethiopian and international culture, offering a variety of handmade treats crafted with attention to detail and passion from skilled pastry chefs. Visitors often recommend stopping by in the morning for the freshest selection of bread and pastries, making it a popular spot for both breakfast and afternoon snacks.
About the Job
The Senior Hospitality Service Quality Expert is responsible for developing, implementing, monitoring and continuously improving hospitality servie standard across Romina PLC's food service facilities.
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The role ensures consistent service delivery, customer satisfaction, operational excellence, and compliance with company policies and applicable industry standards. The expert evaluates service performance, identifies quality gaps, develops improvement initiatives, and work closely with operations managers, supervisors, and frontline employees to strengthen service culture, improve customer experience and maintain consistent brand standards across all hospitality facilities.
Job Requirements
Education:
Experience
Certification Required
Hospitality service quality and operational consistency (ISO 22483)
Customer satisfaction quality management (ISO 100002)
Operational excellence
Quality management system (ISO 9001)
Knowledge of standards on hospitality services in Ethiopian context.
Duties and Responsibilities
Develop, implement and improve hospitality service quality standards, policies and procedures across all food service and catering businesses.
Establish and standardize service delivery procedures, customer handling protocols, and operational guidelines.
Conduct planned service quality inspections and audits to ensure compliance with company and regulatory standards.
Monitor customer feedback, analyze complaints, and coordinate actions to improve customer experience and loyalty.
Develop and track service quality KPIs to evaluate service consistency, efficiency and customer satisfaction.
Identify training needs and coordinate staff coaching on customer care, service etiquette, communication, and complaint handling.
Identify service quality gaps, investigate root causes, and monitor corrective and preventive actions.
Collaborate with operations managers, branch managers, and supervisors to ensure consistent implementation of service standards.
Monitor staff professionalism, grooming, cleanliness, hospitality etiquette and compliance with company brand standards.
Prepare service quality reports, analyze performance trends, and recommend improvements to enhance operational excellence and customer satisfaction.
How To Apply
You can apply via Ethiojobs attaching your resume.: THIS LINK
