Position Overview
The Quality Manager is responsible for driving the Quality and Continuous Improvement culture of the hotel, ensuring brand-defining guest experiences in line with InterContinental standards. This role partners closely with the General Manager and hotel leadership team to achieve Winning Metrics targets, enhance guest satisfaction, and ensure full compliance with brand requirements.
Key Responsibilities
Lead and promote a strong Quality and Continuous Improvement culture across the hotel
Partner with the General Manager, Heads of Departments, and Operations teams to improve guest experience and quality performance
Champion quality metrics and embed effective communication and ways of working across departments
Analyse guest feedback and quality data from systems such as Medallia, IHG Heartbeat, employee surveys, online reviews, and financial reports
Identify root causes of quality or service issues and collaborate with teams to develop and implement sustainable solutions
Coordinate brand audits, quality evaluations, and follow-up action plans
Ensure compliance with brand standards and report non-compliance issues to the General Manager
Lead and coordinate Guest Love meetings, Hotel Experience Committees, and Service Excellence Committees
Prepare and present monthly quality and performance reports to the General Manager
Work closely with Human Resources to support training initiatives, onboarding, and IHG University administration
Communicate best practices and process improvements across the hotel and with IHG sister properties
Support task forces and provide operational support to sister hotels when required
Day-to-Day and Periodic Activities
Participate in daily operations meetings and share relevant quality and performance data
Monitor guest feedback and online reviews, including negative reviews, and ensure timely follow-up in line with brand standards
Maintain visibility on the floor and engage directly with guests to gather feedback
Share Winning Metrics and positive guest feedback with leadership and departments on a weekly basis
Conduct internal monthly audits and coach managers on quality standards
Coordinate quarterly quality self-evaluations and annual on-site or virtual quality evaluations
Execute quarterly and annual quality action plans
Qualifications And Experience
Bachelor's degree or higher in Hotel Management, Business Management, or a related field
Minimum Of 2–3 Years Of Hotel Operations Experience
Experience in process improvement or continuous improvement projects is highly desirable
Strong analytical, problem-solving, leadership, and communication skills
Ability to influence stakeholders at all levels and manage multiple priorities
Knowledge of IHG brands and loyalty programs is an advantage
Flexibility to work evenings, weekends, and public holidays as required
Fluent Japanese and English speaking is required
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
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