Quality Manager

Job description

Our customers expect every aspect of our business to be of a certain standard and rightly so, our company by its very name represents quality so the role of the quality assurance manager is critical to the business upholding its first-class reputation within the industry.

The Manager/Director of Quality drives continuous improvement and innovation across all departments and areas of the hotel through analyzing customer feedback, conducting daily quality audits, reviewing & establishing Standards and SOPs, identifying top priorities & opportunities for improvement, communicating relevant information and facilitating Quality Focus Groups.

Performs Stay Experience Platform Performance analysis, FORBES training, daily audits and prepares other QA reports.
•    Conduct and leads the regular quality assurance meetings with all departments.
•    Identifies areas of improvement through trends and analysis of guest feedback from various guest engagement platforms (internal & external).
•    Identify opportunities to enhance processes and develop/propose improvement methods to elevate guest engagement.
•    Analyze guest feedback to understand gaps, make decisions to improve guest satisfaction and communicate them to the relevant HODs.
•    Identify shortfalls in "Process, Product, People-Performance, and People-Training" buckets" and communicate with relevant HODs and Learning & Development Managers to close the gaps.
•    Reviews SOPs and provides support to HODs to increase efficiency and performance.
•    Ensures compliance with Conrad and FORBES standards to create consistency in the highest quality of guest service.
•    Prepares audit reports and shares feedback with team members and respective HODs to foster positive guest experience at all guest touch points.
•    Observes performance and encourage continuous improvement.
•    Plans, presents and implements training modules about Quality Assurance and supporting components to ensure all team members are up-to-date with the latest satisfaction scores and quality trends.
•    Monitors team members’ progress to ensure Waldorf Astoria standards are implemented and followed on a consistent basis.
•    Prepare team FORBES audits, QA inspections and Mystery audits to achieve a "green·" standing.
•    Attends departmental pre-shift meetings and communicates transparently with Hotel Manager on new processes and
•    procedures that may impact guest experience positively.

•    Bring innovative strategies for elevating the guest experience and continuous process improvement.
•    Performs any other tasks assigned, requested or deemed necessary by the General Manager. 

What are we looking for?
A Quality Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

•    Strong communication skills, both verbal and written.
•    Knowledge of training techniques.
•    Proficiency, at an intermediate level, with computers and computer programs, including Microsoft Word, PowerPoint.
•    Methodical and well-organized.
•    Strong organizational, planning and analytic skills.
•    A passion for delivering exceptional levels of Guest service.
•    Excellent grooming standards.
•    Flexible, reliable, accountable and resilient.
•    Ability to work under pressure

•    Minimum three years' experience in Operational Excellence Management role – service industry sector.

•    Demonstrable excellent interpersonal and communication skills, strong leadership and organization skills
•    Demonstrable accuracy and attention to detail
•    Demonstrated ability to be flexible and work in a dynamic environment and fast-paced environment
•    Multi-cultural exposure is a plus Flexible, reliable, accountable and resilient.