Quality Manager / Quản Lý Chất Lượng

• Attends daily ExCom meetings to give real time updates on hotel performance, address Guest Incidences and attends monthly department meetings to enhance quality training

• Presents and share weekly analysis on defect trends, guest feedback and provides recommendations on focus areas

• Record, track and communicate the progress of quality related activities in the Hotel to ExCom members, managers, associates and the Corporate Office.

• Facilitate Problem Solving meetings assuring the systematic process is adhered to, quality tools are used, and 100% resolution is achieved.

• Facilitate process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

• Immerses in operations to better understand issues/defects faced on the ground

• Drives several initiatives for BSA and guestVoice

• Conducts monthly audit to ensure compliance with company and brand standards

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals

• Directs property quality efforts to address critical customer requirements

Executing Quality Training Programs

• Train ExCom members and managers on problem solving, process improvement and Strategic Planning techniques.

• Develops specific training to improve service performance.

• Drives brand values and philosophy in all training and development activities

Managing Quality Tools

• Assures that management practices at all levels are aligned with quality tools

• Assures the tools for continuous improvements are in place and being utilized.

• Uses data collection methods to identify, compile, display, track, and analyze defect trends

Managing the Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Responds to and handles guest feedback, problems and complaints e.g. social media, TripAdvisor

More details will be discussed during the interview