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 service manager is critical to the business upholding its first class reputation within the industry.
What will I be doing?
As a Quality Service Manager, you will be responsible for performing the following tasks to the highest standards:
· 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 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.
What are we looking for?
A Quality Service Manager serving Conrad 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, behaviours, skills, and values that follow:
· Graduate degree in Hotel Management or a related field
· Minimum three years experience in Operational Excellence Management role – service industry sector.
· It is a plus if you have achieved Regionally Recognized Excellence Award Assessor or Qualified ISO 9001:2000 Lead Auditor or certified in Six Sigma green belt or black belt.
· 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.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all
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