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Quality Assurance Manager

  • Ba Ria - Vung Tau ,  Ba Ria-VT (Xuyen Moc District)
  • Manager
  • Permanent
  • Bachelor
  • 1 - 2 Years
  • Negotiable
  • Restaurant / Hotel
  • Rooms Administration
  • 28/06/2024

Job Benefit

  • Insurance
  • Allowances
  • Employee Shuttle Service
  • Uniform
  • Health checkup
  • Training & Development
  • Salary review
  • Annual Leave

Job Description

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.

Job Requirement

  • 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.

 

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