Quality Assurance Manager

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.

• Degree: Bachelor’s degree.
• Years of experience: Minimum of 2 years’ related experience.
• Must have organizational and interpersonal skills
• Must have a well-groomed appearance.
• Must be fluent in Vietnamese and English both reading and writing.
• Computer skill: Must have good knowledge in PMS, Microsoft Word, Excel and PowerPoint.
• Others: Must previously work as Quality Assurance Manager or Assistant Quality Assurance Manager at InterContinental hotel.