QCI Manager

The QCI Manager is responsible for leading the Quality and Continuous Improvement process and culture within the resort.
Directing and leading the Quality and Continuous Improvement process and culture within the Resort.
Creating, cultivating, and leading the Quality standards, guest experience, and employee engagement strategies.
Leading and instilling a culture of quality standards compliance, highest delivery of Guest experience, and effective training within the Resort.
Executing the IHG GuestLove process and driving the culture throughout the entire Resort.
Leading in the collation of data from multiple sources such as GuestLove, social reviews, guest comment cards, direct feedback, and other sources of information.
Analyzing this data and disseminating and working with relevant HODs to propose action plans to mitigate identified issues and propose improvements for them.
Driving Luxury Experiences to guests.
Fully managing the Guest Service Center of Regent Phu Quoc.
Supporting the Director of Rooms to provide guidance to the Guest Service Centre.
Being fully conversant on the Resort Guest Service Centre operations and working with the Director of Rooms to oversee process, policies, and SOPs of the department.
Leading operation support to continually review and guide renovation to SOPs.
Developing SOPs through Process Mapping among other tools at the Resort.
Implementing procedures which enhance the guest experience.
Maintaining a high level of product and service knowledge and ensuring all employees meet the Regent Brand expectations.
Extracting and sharing current and historical data as well as all aspects of the IHG GuestLove System.
Driving and executing the monthly GuestLove meetings with effective action plans and improvements to be implemented as per deadline, overall results are measured and achieved.
Driving and executing the monthly Resort dir Centre Data monthly meetings with effective action plans and improvements to be implemented as per deadline, overall results are measured and achieved.
Awarasing and driving awareness on the competition with regards to Luxury guest experience both locally, regionally, and nationally across Resorts within and out of IHG.
Frequently attending Operational briefings on Quality and Continuous Improvement and results achieved to instill within the employee culture of IHG's vision and company direction and strategies