Quality, Improvement

2 weeks ago

Singapore InterContinental Full time

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.

If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.


WHAT'S THE JOB?


Support QCI & Hygiene Manager and Hotels' Operations Teams to drive and improve overall guest experience and hotel quality compliance.

Quality compliance that includes the highest level of sanitation and hygiene standards in the hotel; ensure all food served to guests and employees are free of microbiological, chemical and physical contamination and all work areas conform to minimum requirement set by local health authorities, HACCP / ISO.


YOUR DAY-TO-DAY

  • Administers HACCP policies and procedures within the hotel
  • Monthly food safety training / refresher for existing and new colleagues with report
  • Establish standards in Food and personal hygiene, sanitizing / disinfection procedures are in place (work with stewarding)
  • Part of the Hygiene committee to review any issue pending to hygiene with meeting and minutes recorded
  • Bimonthly audit based on Food safety polices with a report to Executive Chef with addressing corrective action required
  • Monthly Laboratory report for food items
  • Ensure HACCP system is implemented and maintained in accordance with all the procedures and work instructions established
  • Initiate action to prevent the occurrence and recurrence of any nonconformances relating to the product, processes and the HACCP system
  • Random / spot checks at F&B outlets cleanliness of work stations or any pestrelated issues
  • Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures and initiate action to correct any hazardous situation.
  • Be familiar with property safety, first aid, fire and emergency procedure and operate equipment safely and sensibly
  • Part of Halal committee to ensure that Halal certification and documentation in the Hotel are maintained and renewed on a yearly basis.
  • Work with the leadership team to lead the Continuous Improvement process and culture within the hotel
  • Retrieve, analyze and disseminate information from IHG's Quality tools such as Medallia, Tableau and other sources of information.
  • Assist in the submissions of all IHG Brand Standards related documentations on a timely basis as required.
  • Assist in the monthly Qualitymeeting for Hotel Operational departments
  • Supports in implementation of Brand Standards and preparations for Yearly Brand Audit and Mystery Shopper Program (or equivalent) for Hotel.
  • Oversees for all Social Reviews and guest feedback to be responded in a timely manner.
  • Coordinate with Department Heads and Hotels' Training and Compliance Manager to promote and support functional alignment around brand standards
  • Monitor implementation of Brand Safety Standards with Engineering to ensure consistent understanding of risk management due dates on risk management calendar and annual compliance
  • Create actionable reporting, leveraging Guest Experience and Quality systems to inform decisions around quality compliance, improved guest experience and standards compliance

WHAT WE NEED FROM YOU

  • Degree in Occupational Health / Vocational certificate in related field
  • Minimum 4 years experience in guest experience in 5 star / luxury hotel
  • Oral and written fluency in English
  • Proficient in Excel and Microsoft word
  • Strong organizational skills with attention to details and quality
  • Good understanding of the Hotel industry standards, policies and procedures
  • Additional requirements of reasonable nature to fulfill guest and employee needs within the scope of the role to aid in guest and employee satisfaction and company/government compliance
  • Demonstrates ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
  • Problem solving, reasoning, motivating, organizational and training abilities.
  • Strong understanding of Opera PMS reservation system, Work Order Management System and Customer Relationship Management processes.
  • Valid Halal certificate (if required) and familiar with the rules and regulations required by MUIS
  • Valid Food Hygiene certificate and familiar with the rules and regulations required by local health government (Singapore Food Agency)
  • Outgoing and people oriented
  • Strong decision making and confident in problem handling
  • Great communication skills, ability to interact with guests, employees

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