JOB SUMMARY
The Quality Assurance Manager is responsible for ensuring the improvement of Hotels’ key indicators and internal process through Tiger Teams, Performance Excellence Planning (PEP), quality initiatives and quality related hotel projects. The individual collaborates and supports all internal and other departments on improvement projects, monitoring its progress to ensure timely execution and delivering desired results.
THE ROLE
Provides inspirational leadership, clear vision and direction to team members to ensure delivery of the Capella brand, values and vision, to create an amazing experience for our guests and team members. Communicates expectations, recognises performance, and produces consistent desired business results. Ensures and provides flawless, upscale, professional and high-class guest service experiences as a role model and expertise in operational related matters. Be an exemplary role model in inspiriting team members through strong demonstration of the Capella Culture and Service Philosophy. Recommend hotels’ key drivers to leaders when establishing quality charters (Tiger Team, PEP) through guests and operations feedback and data analysis. Be actively involved and facilitate property Tiger Team meetings and follow through project execution to ensure it follows all action agreed in the meeting. Driving consistent use of Knowcross inspection reports by Departmental Leaders. Establishing Key Performance Indicators for number of Internal assessments done utilising Knowcross inspection reports. Handle complaints and resolving service ‘Glitches’, keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests’ satisfaction. Analyse and evaluate all guest comments and feedbacks from across all channels (i.e. Trip Advisor, Review Pro, direct comment cards etc.). Provides findings and strategic direction to continuously improve overall rating. Monitor and analyses service performance scores on a monthly basis, identifies root causes and work with the relevant department heads on suggestions to improve performances. Assists and provides performance results to departmental and senior management through use of data analysis, root cause analysis and action plan formulation. Providing Department heads with data analyses on key drivers to facilitate departmental gap analysis. To find opportunity to simplify the routine reporting procedure to achieve work efficiency within internal department. Ensure all colleagues recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance. Ensure consistent departmental assessments are performed according to Forbes standard and Training Certification Manual. Liaise and build networks with internal, external auditors and mystery shoppers to schedule quarterly / yearly audits. Facilitate time in operations to audit quality deviations based on customer feedbacks. Keep track of the property’s competitive standing on popular review platforms (e.g. Trip Advisor) and promote project initiatives to maintain and or enhance property’s standing. Implement project initiatives to improve on the hotel’s operating procedures and standards in accordance in efforts to enhance the company’s competitive standing through efficiency of work and service performance. Conduct yearly training of Performance Excellence Planning (PEP) for all leaders. Coordinate with Training Manager and Department heads on gap analysis and training initiatives to provide continuous improvement of service score performance. Report any issue or damages and breakdowns within working areas and the hotel to ensure a defect-free facilities and service amenities provided. Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support Empower team members to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback. Monitor performances team members and provide effective performance feedback for improvements, recognition and performance appraisal as due. Mentor and guide individual team members’ growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare. Participate in recruitment activities such as interviewing new talents for the departments and succession planning. Take ownership of individual’s growth and be involved in career progression and succession planning of team members. Proactively identify training needs of team members to ensure enhancement and performance improvement. Maintain an image of professional management to all guests, team members and the hotel. Protect the privacy and security of guests and coworkers. Be able to perform all tasks within the department and assist in shift coverage when necessary.
TALENT PROFILE
Qualification
Diploma/ Bachelor’s degree in Hospitality Management / Business Management
Work Experience
Experiences in similar role at luxury hotels/resort Management experiences across functions within hotel/resort is of advantage Background as an auditor or trainer in a company with ISO 9001 certified or Six Sigma is of advantage
Technical Skills
Excellent computing skills (e.g. Microsoft word, data analytics) Excellent command in written and spoken English Competent in project management
Kindly be informed only shortlisted candidates will be notified.