Quality Assurance Manager (Hospitality)

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.