Quality Manager

Overview

The Quality Manager plays a pivotal role in fostering operational excellence by spearheading continuous improvement efforts, ensuring rigorous compliance with hygiene, health, safety, and regulatory standards, and maintaining the brand's high standards of service quality across all hotel departments. This role collaborates closely with operational teams to elevate guest satisfaction, optimize service delivery, reinforce quality assurance practices, and cultivate a culture centered on ongoing enhancement while ensuring a safe and compliant environment prioritizing the guest experience.

Key Responsibilities

• Participate in daily morning briefings to provide immediate updates on hotel performance, address guest incidents, and attend monthly departmental meetings aimed at enhancing quality-related training.
• Deliver weekly reports analyzing defect trends and guest feedback, offering strategic recommendations on priority focus areas.
• Organize weekly quality meetings centered on guest voice insights, major incidents, and auditing business standards.
• Document, monitor, and communicate the progress of hotel quality initiatives to executive committees, managers, associates, and corporate stakeholders.
• Lead problem-solving sessions that ensure adherence to systematic processes and proper use of quality tools to resolve issues effectively.
• Facilitate process improvement teams by verifying the application and measurable impact of systematic processes.
• Engage directly with operations to gain firsthand insights into ground-level challenges and defects.
• Champion initiatives related to business audit standards and guest feedback integration.
• Conduct monthly audits to confirm alignment with company and brand standards.
• Make informed decisions to propel the property towards achieving set objectives.
• Oversee quality strategies addressing critical customer requirements.
• Perform other reasonable duties as assigned by leadership.
• Develop targeted training programs aimed at elevating service performance.
• Embed brand values and philosophy within all training and developmental initiatives.
• Identify performance deficiencies and collaborate with managers to implement tailored training solutions.
• Ensure management practices at every level align with quality improvement tools.
• Confirm the active use of continuous improvement tools across operations.
• Utilize data collection techniques to identify, aggregate, visualize, monitor, and analyze trends in defects.
• Review guest feedback alongside leadership and validate the implementation of suitable corrective measures.
• Incorporate guest satisfaction metrics into departmental meetings with an emphasis on continuous quality enhancement.
• Maintain visibility and regular engagement with customers to solicit feedback on product quality, service standards, and overall satisfaction.
• Assist operational leadership in addressing guest feedback, grievances, and complaints across various platforms including social media and review sites.

Candidate Profile

• Possess a diploma or degree in Hospitality Management or a related field.
• Carry at least five years of pertinent experience, ideally within luxury hotel or hospitality settings.

Additional Information

Job Category: Procurement, Purchasing, and Quality Assurance

Location: 80 Middle Road, Singapore 188966

Schedule: Full Time

Position Type: Management

The Luxury Collection Hotels & Resorts encompasses over 120 properties in more than 35 countries, celebrated for delivering authentic and memorable luxury experiences. With roots tracing back to the early 20th century, it continues to evolve, embracing diverse cultures and delivering personalized hospitality. By joining this team, one becomes part of a prestigious portfolio under Marriott International, committed to diversity, inclusion, and equal opportunity employment.

Equal Opportunity Statement

The company is an equal opportunity employer dedicated to fostering an inclusive workplace that values the diverse backgrounds of all associates and prohibits discrimination based on disability, veteran status, or any other legally protected characteristic.