Mô tả công việc
Lead the implementation and monitoring of hotel quality standards, brand standards and operational procedures.
Conduct regular quality audits and inspections across all hotel departments and identify areas requiring improvement.
Monitor guest feedback, satisfaction scores, online reviews and service recovery trends to identify opportunities for improvement.
Work closely with department heads to develop and implement corrective and preventive action plans.
Track quality improvement initiatives and ensure agreed actions are completed within the required timeline.
Support departments in establishing and maintaining effective SOPs, checklists and quality control processes.
Analyze quality-related data and prepare regular reports and recommendations for the General Manager and Executive Committee.
Coordinate internal quality assessments, brand audits and other relevant inspections.
Facilitate quality and service excellence training and awareness programs for colleagues.
Promote a strong culture of guest-centric service, operational excellence and continuous improvement.
Ensure compliance with IHG brand standards, hotel policies, health and safety requirements and applicable regulations.
Work collaboratively with Operations, People & Culture and other departments to improve overall guest and colleague experience.
Support pre-opening quality readiness, including SOP implementation, operational testing, mock audits and readiness assessments.
Perform other duties and responsibilities as assigned by the General Manager.
Yêu cầu
Bachelor's degree in Hospitality Management, Business Administration, Quality Management or a related field.
Minimum 3-5 years of experience in hotel operations, quality assurance, guest experience or a similar role, preferably in an international hotel environment.
Strong knowledge of hotel operations, service standards and quality management principles.
Experience with hotel quality audits, guest feedback analysis and continuous improvement programs.
Strong analytical, organizational and problem-solving skills.
Excellent communication, facilitation and interpersonal skills.
Strong attention to detail and ability to influence cross-functional teams.
Good command of English and Vietnamese.
Proficiency in Microsoft Office and relevant hotel systems.
Quyền lợi
Hưởng 100% lương và Service Charge trong giai đoạn tiền khai trương | Receive 100% salary and Service Charge during the pre-opening period.
Làm việc trong môi trường chuyên nghiệp, thân thiện và năng động | Work in a professional, friendly, and dynamic environment.
Được đào tạo theo tiêu chuẩn quốc tế của IHG Hotels & Resorts và có nhiều cơ hội phát triển nghề nghiệp | Receive training in accordance with IHG Hotels & Resorts' international standards, with excellent career development opportunities.
Có xe đưa đón hằng ngày từ trung tâm thành phố Đà Nẵng đến khu nghỉ dưỡng | Daily shuttle bus provided between Da Nang City Centre and the resort.
Hỗ trợ chỗ ở cho nhân viên ở xa | Accommodation is provided for employees who live far from the resort.
Thông tin chung