Quality Manager

A Quality Manager’s roles are to create quality standards for the hotel, ensure that its employees and operational procedures meet these standards, and drive improvement of products and services to ensure maximum return on investment that upholds the company values and philosophy. Understand the importance of actively monitoring performance, creating compliance reports, and collecting feedback from other employees and clients. If you are someone who is analytical, observant, creative, confident, self-driven, result-oriented, attention to detail and up for a demanding quality performance journey, we’d like to meet you.

Summary of responsibilities:

• Achieve the target of all assigned external certifications.
• Collaborate with leaders to create an initiative and execute process improvement based on operation needs.
• Conduct internal audits, and ensure that all processes meet safety, legal and other national or international standards.
• Deliver training related to Quality Management and Improvement.
• Designing quality standards, procedures, and specifications for a company as well as reviewing existing procedures to ensure they meet the current guidelines.
• Drive the improvement of last year’s Unifocus score for the hotel’s key indicators (Overall satisfaction, Intend to recommend and Percentage of problem resolved).
• Ensures the hotel product and services are met the quality standards.
• Facilitate departments in Performance Excellence Planning (PEP) development, assist and provide feedback through data analysis, root cause analysis, and action plan formulation.
• Provide assistance to General Manager in a form of data analysis, planning, recommendation, initiative, problem-solving, or project execution.
• Participate and contribute to the resort sustainability program through education, interaction, and suggestion.
• Perform other duties that are assigned as necessary.

• Minimum of 2 years of solid experience as Quality Manager in a 5-star luxury hotel or resort or a cluster role.
• Has a background as an auditor or trainer in a company with ISO 9001 certified or Six Sigma or TQM (Total Quality Management) or equivalent system.
• Has strong leadership skills, trains and develops team, and is a role model.
• Eloquent in English communication in both written and spoken.
• Is well versed in project management and result-oriented.
• Has proven track of working with timelines and targets.

• Proficient in data analysis and statistical aptitude.
• Highly conscientious and diligent.
• Bachelor’s Degree in Human Resources, Psychology, Teaching, or other relevant fields. A Master’s Degree is a plus.