Position Summary
Under the general guidance of the Hotel Manager/ Vice President of Hotel Operations, and within the limits of The Grand Ho Tram/IHG (InterContinental Hotels & Holiday Inn Resorts) and the Hotel’s policies and procedures, responsible for leading the hotels’ quality and continuous improvement philosophy. The position plays a leading role in promoting the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotel & Holiday Inn groups (IHG).
Responsibilities
- Lead the quality and continuous improvement process and culture within hotel.
- Retrieve, analyze and disseminate information from such business tools as IHG’s Guest Satisfaction Tracking System (GSTS), Employee Satisfaction Pulse Survey (ESPS), financial data and other sources of information.
- Identify root causes of problem areas in conjunction with the relevant teams, work on solutions and develop subsequent new or revised processes ensure that the problems are eliminated or resolved.
- Coordinate Quality Execution System (QES) execution including following up on action plans.
- Be the key driver of all Quality meetings and initiate action by the hotel to ensure deadlines are met and overall results achieved.
- Guide and advise teams on processing of all relevant data for measurement of each project and the subsequent follow up required depending on each project.
- At the close of process ensure that all quality projects initiated in the hotel continue and are regularly monitored.
- Follow up on focus groups during process development with the areas concerned and with areas that have Quality & Continuous Improvement implementation to constantly monitor effectiveness and compliance.
- Prepare monthly reports to the Hotel Manager/Vice President of Hotel Operations, reporting on the status of each project and achievements made, together with areas of concern.
- Coordinate any necessary training for the implementation of processes with the Training Manager and the relevant Department Heads.
- Identify future Quality and Continuous Improvement projects within the hotel.
- Develop a 360 way of working within the hotel and encourage that interaction with other InterContinental Hotels and Holiday Inn Resorts
- Conduct briefings on Quality and Continuous Improvement and results achieved to ensure that all employees are aware of IHG’s Total Quality Management (TQM) philosophy and can participate effectively.
- Support front office operations during peak hours.
- Responsible to reply to all guests’ comments/enquiries on Guest Heartbeat in Medallia and on social medias.
- Carry out any other tasks/duties as requested by the Hotel Manager/Vice President of Hotel Operations.
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