Quality Manager
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
EOE/AA/Disabled/Veterans
Our customers expect every aspect of our business to be of a certain standard and rightly so our company by its very name represents quality so the role of the quality assurance manager is critical to the business upholding its first-class reputation within the industry.
The Manager of Quality drives continuous improvement and innovation across all departments and areas of the hotel through analyzing customer feedback conducting daily quality audits reviewing & establishing Standards and SOPs identifying top priorities & opportunities for improvement communicating relevant information and facilitating Quality Focus Groups.
Performs Stay Experience Platform Performance analysis FORBES training daily audits and prepares other QA reports.
Conduct and leads the regular quality assurance meetings with all departments.
Identifies areas of improvement through trends and analysis of guest feedback from various guest engagement platforms (internal & external).
Identify opportunities to enhance processes and develop/propose improvement methods to elevate guest engagement.
Analyze guest feedback to understand gaps make decisions to improve guest satisfaction and communicate them to the relevant HODs.
Identify shortfalls in Process Product People-Performance and People-Training buckets and communicate with relevant HODs and Learning & Development Managers to close the gaps.
Reviews SOPs and provides support to HODs to increase efficiency and performance.
Ensures compliance with Conrad and FORBES standards to create consistency in the highest quality of guest service.
Prepares audit reports and shares feedback with team members and respective HODs to foster positive guest experience at all guest touch points.
Observes performance and encourage continuous improvement.
Plans presents and implements training modules about Quality Assurance and supporting components to ensure all team members are up-to-date with the latest satisfaction scores and quality trends.
Monitors team members progress to ensure Conrad standards are implemented and followed on a consistent basis.
Prepare team FORBES audits QA inspections and Mystery audits to achieve a green standing.
Attends departmental pre-shift meetings and communicates transparently with Hotel Manager on new processes and
procedures that may impact guest experience positively.
Bring innovative strategies for elevating the guest experience and continuous process improvement.
Performs any other tasks assigned requested or deemed necessary by the General Manager.
What are we looking for
A Quality Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role you should maintain the attitude behaviors skills and values that follow:
Strong communication skills both verbal and written.
Knowledge of training techniques.
Proficiency at an intermediate level with computers and computer programs including Microsoft Word PowerPoint.
Methodical and well-organized.
Strong organizational planning and analytic skills.
A passion for delivering exceptional levels of Guest service.
Excellent grooming standards.
Flexible reliable accountable and resilient.
Ability to work under pressure
Minimum three years experience in Operational Excellence Management role service industry sector.
Demonstrable excellent interpersonal and communication skills strong leadership and organization skills
Demonstrable accuracy and attention to detail
Demonstrated ability to be flexible and work in a dynamic environment and fast-paced environment
Multi-cultural exposure is a plus Flexible reliable accountable and resilient.
Required Experience:
Manager
Key Skills
- APQP
- Quality Assurance
- ISO 9001
- Lean Six Sigma
- PPAP
- Root cause Analysis
- ISO 13485
- Quality Systems
- Quality Control
- Quality Management
- As9100
- Manufacturing
About Company
Stay at Avatar Hotel Santa Clara, Tapestry Collection by Hilton and uncover the unexpected at our one-of-a-kind hotel. As part of Hilton's Tapestry Collection, we are perfect for guests seeking an uncommon experience and peace of mind.
