Position overviewThe mission of the Quality Manager is to champion excellence and uphold the highest standards of quality in every facet of operations. The Quality Manager is tasked with fostering a culture of continuous improvement, ensuring guest satisfaction remains our top priority, and driving the pursuit of excellence across all hotel departments. Through meticulous analysis, proactive problem-solving, and collaboration with our dedicated team, the Quality Manager plays a pivotal role in delivering memorable experiences that resonate with our guests and surpass their expectations.Our Quality Manager is the guardian of our commitment to quality, from managing SOP consistency to leading tiger teams that address challenges head-on. They leverage data-driven insights to identify opportunities for enhancement and develop strategies that align with our overarching quality goals. With a focus on both guest satisfaction and colleague motivation, the Quality Manager not only responds to online reviews but also recognizes and rewards exceptional performance, fostering a culture of excellence and teamwork.In addition to day-to-day quality oversight, the Quality Manager is instrumental in presenting our quality initiatives to corporate stakeholders and generating comprehensive reports for corporate submission. This role is instrumental in ensuring that Capella Bangkok remains a beacon of luxury and quality in the hospitality industry, setting the standard for excellence in every guest interaction and operational facet.The roleQuality Assurance:
Direct report to the General Manager, dotted line to Hotel Manager if applicable. Collaborate closely with GT Team to ensure seamless alignment of quality goals and strategies across all levels of management.
Work towards achieving and exceeding quality goals such as Guest Review Index (GRI), Net Promoter Score (NPS), and Overall Satisfaction (OSAT) scores throughout the hotel.
Coordinate and prepare the hotel for the yearly Quality Assurance Audit, ensuring compliance with industry standards and Capella's quality requirements.
Oversee all aspects of Forbes Standards and Leading Quality Assurance (LQA) standards, including yearly revisions of standards, internal audit programs, and post-audit action plans
Develop and execute PEP strategies with department heads to achieve performance targets and maintain the highest standards of service quality.
Manage and revise Standard Operating Procedures (SOPs) to ensure consistency and alignment with quality standards hotelwide.
Continuously seek opportunities to enhance the overall guest experience through innovative quality initiatives and feedback-driven improvements.
Enhance operational efficiency across departments and implement streamlined processes to optimize resource utilization while maintaining the highest quality standards.
Training & Leadership:
Collaborate with HR to provide training programs focused on problem resolution and quality-related skills to colleagues at all levels.
Organize and lead cross-functional "tiger teams" to address and resolve quality-related issues and implement improvement initiatives.
Drive the colleague mentions program and create incentives to recognize and reward outstanding performance, fostering a culture of excellence and motivation among colleagues
Develop and facilitate training programs for colleagues to ensure they are well-equipped to deliver exceptional quality and service.
Cultivate strong relationships with all department heads, emphasizing accountability and consistency in testing procedures, and encourage a collaborative approach
Process and Systems:
Implement and manage Unifocus system to enhance communication and efficiency across departments, ensuring seamless operations and defect (glitch) management.
Conduct monthly quality performance reviews with department heads to identify areas for improvement and develop action plans.
In charge of online reputation management including those on Google and TripAdvisor, and guest satisfaction surveys (GSS), addressing feedback and enhancing the hotel's online reputation.
Implement strategies to collect and track guest preferences, ensuring personalized experiences and improving overall satisfaction.
Work with department heads to identify cost-effective quality improvement solutions without compromising on guest satisfaction.
Data Analytics:
Analyze data and performance metrics to identify trends, opportunities, and areas for improvement, and develop data-driven action plans.
Create comprehensive reports summarizing quality-related data and initiatives for submission to corporate, ensuring transparency and alignment with corporate goals
Prepare and deliver presentations for bi-weekly property-level updates, as well as quarterly presentations for corporate stakeholders, to communicate quality performance updates, initiatives, and strategies effectively.
Talent profileQualificationo Diploma/ Bachelor's degree in Hospitality Management / Business ManagementWork Experienceo Experiences in similar role at luxury hotels/resorto Excellent computing skills (e.g. Microsoft word, Excel, Powerpoint, data analytics)Technical Skillso Excellent command in written and spoken Englisho Previous experience in a Quality Manager or similar role within the hospitality industry is of advantageo Strong knowledge of quality management systems and tools.o Excellent communication, leadership, and problem-solving skills.o Proficiency in data analysis and report generation.o Detail-oriented and work independently, committed to maintaining high standards of quality.o Familiarity with hotel operations and industry standards.o Ability to work collaboratively with various departments to achieve quality goals.
