Quality Manager

Job description

The Quality Manager drives continuous improvement across all departments of Conrad Bangkok through analyzing customer feedback, conducting daily quality audits, assisting with reviewing Brand Standards and Standard Operating Procedures, identifying top priorities for improvement, communication of information and facilitation of Quality Improvement Teams.

What will I be doing?

As a Quality Manager, you will be responsible for performing the following tasks to the highest standards:

-       Performs Stay Experience analysis, FORBES training, daily audits, and prepares other Quality Assurance (QA) reports.

-       Conducts and leads the Stay Experience and Quality Assurance meetings with all departments and is an active member of the Conrad Ambassador network.

-       Identifies areas of improvements through trends and analysis of guest feedback from various guest engagement platforms (internal & external).

-       Identifies areas of opportunity to enhance processes and develop/propose methods of process improvement to elevate guest engagement.

-       Analyze guest feedback to understand gaps, make decisions to improve guest satisfaction and communicate them to the relevant Heads of Departments (HODs).

-       Identify shortfalls into buckets of “Process, Product, People-Performance, and People-Training” and communicate with relevant HOD’s and Learning & Development Manager (LDM) to close the gaps.

-       Reviews SOPs and provides support to HOD’s in order to increase efficiency and performance.

-       Ensures compliance with Conrad and FORBES standards to create consistency in the highest quality of guest service.

-       Ensures compliance with Conrad Bangkok and Conrad Brand Standards.

-       Prepares audit reports and shares feedback with team members and respective HOD’s to foster positive guest experience at all guest touch points.

-       Observes performance and encourages continuous improvement.

-       Plans, presents and implements training modules with the support of the LDM pertaining to Quality Assurance and supporting components to ensure all team members are kept up-to-date with latest satisfaction scores and quality trends.

-       Monitors team members progress to ensure Conrad Bangkok standards are implemented and followed on a consistent basis.

-       Prepares team for FORBES audits, QA inspections and Mystery audits.

-       Attends departmental pre-shift meetings, communicates transparently with the Director of Operations (DO) and General Manager (GM) on new processes and procedures that may impact guest experience positively.

-       Brings in innovative strategies on elevating guest experience and continuous process improvement.

-       Continuously evaluates and enhances processes and procedures to ensure they remain relevant and deliver the quality in line with Brand and Forbes standards.

What will I be doing?

As a Quality Manager, you will be responsible for performing the following tasks to the highest standards:

-       Performs Stay Experience analysis, FORBES training, daily audits, and prepares other Quality Assurance (QA) reports.

-       Conducts and leads the Stay Experience and Quality Assurance meetings with all departments and is an active member of the Conrad Ambassador network.

-       Identifies areas of improvements through trends and analysis of guest feedback from various guest engagement platforms (internal & external).

-       Identifies areas of opportunity to enhance processes and develop/propose methods of process improvement to elevate guest engagement.

-       Analyze guest feedback to understand gaps, make decisions to improve guest satisfaction and communicate them to the relevant Heads of Departments (HODs).

-       Identify shortfalls into buckets of “Process, Product, People-Performance, and People-Training” and communicate with relevant HOD’s and Learning & Development Manager (LDM) to close the gaps.

-       Reviews SOPs and provides support to HOD’s in order to increase efficiency and performance.

-       Ensures compliance with Conrad and FORBES standards to create consistency in the highest quality of guest service.

-       Ensures compliance with Conrad Bangkok and Conrad Brand Standards.

-       Prepares audit reports and shares feedback with team members and respective HOD’s to foster positive guest experience at all guest touch points.

-       Observes performance and encourages continuous improvement.

-       Plans, presents and implements training modules with the support of the LDM pertaining to Quality Assurance and supporting components to ensure all team members are kept up-to-date with latest satisfaction scores and quality trends.

-       Monitors team members progress to ensure Conrad Bangkok standards are implemented and followed on a consistent basis.

-       Prepares team for FORBES audits, QA inspections and Mystery audits.

-       Attends departmental pre-shift meetings, communicates transparently with the Director of Operations (DO) and General Manager (GM) on new processes and procedures that may impact guest experience positively.

-       Brings in innovative strategies on elevating guest experience and continuous process improvement.

-       Continuously evaluates and enhances processes and procedures to ensure they remain relevant and deliver the quality in line with Brand and Forbes standards.

Supportive Functions:  

     -       Establishes QA process and procedures.

-       Drives the Stay Experience program in the property in alignment with the guidance by the GM/DO

-       Conducts quality audits and share feedback with GM, DO and relevant HODs.

-       Liaises with brand performance support teams and internal/external quality auditors.

-       Conducts daily/weekly walk-trough of operational areas to identify and address needs and follow up on agreed rectifications.

Culture

-       Member of the Conrad Ambassador Network and capitalize on the Network to promote FORBES, our brand personality culture; and ensures that the brand service standards and stay experience scores are maintained and achieved across all departments of the hotel.

-       Displays the appropriate level of professional, respectful, courteous and caring service to other Team Members and other visitors to the hotel.

Guest and Team Member Experience

-       Full adherences on the company’s policy on Harassment and Violence-Free Workplace.

-       Ensures a strong professional relationship with all levels of team members within the hotel, taking an active interest in their welfare, safety and development.

-       Respectful of the time of the organization as well as that of other team members. Puts a high value in promptness for any related work attendance matters, be it training, meetings or daily work.

-       Encourages team members to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

Communication

-       Ensures that the confidentiality of all team member information and benefits packages must be strongly adhered to.

Other Duties

-       Ensures that team members follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

-       Attends and contributes to all Learning and Development sessions and meetings as required.

-       Exercises responsible behavior and positively representing the hotel and Hilton.

-       Reads the hotel's team member handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.

-       Sets an example for a high standard of personal grooming and hygiene.

-       Good example in punctuality and appearance, making sure that to wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

-       Carries out any other reasonable duties and responsibilities as assigned.