Quality Manager

Position Overview

The Quality Manager ensures improvement of Hotels key indicators and internal process through Tiger Teams, Performance Excellence Planning (PEP), quality initiatives and quality related projects. The individual collaborates with departments to support improvement projects and ensure the projects are executed timely and supports business development including identifying projects, preparing market feasibility and financial analysis, bidding or tendering process, finalizing of all management agreements with legal counsel and other transactions.

The Role

Drive Service and Operational Excellence

• Recommend hotels key drivers to leaders when establishing quality charters through guests and operations feedback
• Monitor project initiatives at property levels in terms of action plan and score performance
• Give supporting data of guest comment from ReviewPro and Knowcross for Tiger Team brainstorming purpose
• Analyze the KnowInspection reports on a daily basis and collaborate closely with department leaders to achieve individual and departmental targets
• Conduct regular quality assurance and service excellence training sessions for outlets, team members, and the overall hotel operations
• Monitor and follow through on the execution of Tiger Team projects, ensuring all agreed action items are implemented within established timelines
• Support and drive the achievement and retention of the Forbes Five-Star rating, maintaining a minimum score set by Hotel for Hotel and Spa ratings
• Support and drive the achievement and retention of the LQA rating for the hotel, maintaining a minimum overall score set by Hotel
• Work closely with the Learning & Development team to identify operational training needs and develop targeted training plans
• Maintain a strong operational presence by engaging with teams daily during line-ups and throughout operational hours to reinforce service standards and guest experience excellence

Deliver Strategic Insights

• To create monthly guest feedback closing summary presentation every month in order to do evaluation and give suggestion to respective leaders
• To analyse guests score achievement on a monthly basis to be able to identify improvement opportunities
• Conduct yearly training of Performance Excellence Planning (PEP) for all leaders
• To assist and provide feedback through data analysis, root cause analysis and action plan formulation
• Develop presentations, proposals and pitch materials in connection to each business development opportunity and project
• Analyze monthly KnowInspection reports and present key findings, performance trends, and recommendations to department leaders
• Develop, implement, and lead action plans following LQA and Forbes assessment results, in close collaboration with the Learning & Development team to drive continuous improvement and service excellence

Engage and Manage Stakeholders

• Facilitate departments in Performance Excellence Planning (PEP) development by giving suggestion of guest concerns recently reported in ReviewPro /Knowcross
• Manage the underwriting of each project, including gathering and synthesizing critical market and competitive data
• Perform financial analysis (together with key assumptions supported by underlying market research), and prepare related presentations to present results
• Prepare deal evaluation report for each lead and conduct research and evaluate market data and project brief to analyse feasibility of project
• Manage the tracking of new project pipeline, including the reporting on current pursuit status, due diligence critical path and investment return criteria
• Maintain both deal and contact databases

Talent Profile

• Minimum Diploma in Hospitality Management
• Minimum 4 years of experience in quality assurance or similar within a luxury hotel
• Very strong understanding of LQA and Forbes Travel Guide standards
• Demonstrated ability to set performance benchmarks, track progress, and drive continuous improvement efforts