Hotel Excellence Leader

6 days ago

Singapore beBeeQuality Full time

Job Summary

The Cluster Quality Manager plays a pivotal role in driving excellence across hotel operations. This role is responsible for overseeing and enhancing the hotel's quality management systems, ensuring alignment with brand standards and local regulations, and fostering a culture of continuous improvement to consistently elevate the guest experience.

Key Responsibilities

  • Partner closely with management and operations teams to drive performance in guest satisfaction index, audits, and KPIs to achieve established key goals.
  • Ensure implementation and compliance of standard operating procedures (SOPs), checklists, and guidelines to ensure consistent service delivery.
  • Regularly review and enhance quality control frameworks to align with evolving guest expectations and industry best practices.

Audit and Inspection

  • Plan and execute periodic internal audits to assess compliance and performance.
  • Partner with department heads to facilitate audits and inspections across hotel departments.
  • Evaluate audit results, address non-conformities, and drive the implementation of corrective measures.

Guest Feedback and Experience Management

  • Monitor guest feedback from multiple platforms, including surveys, online reviews, and direct communication.
  • Analyse feedback trends and develop targeted action plans to improve service quality and guest satisfaction.
  • Implement initiatives to boost guest engagement, loyalty, and service recovery effectiveness.

Learning and Development

  • Cultivate a learning environment that empowers employees to uphold quality standards and exceed guest expectations.
  • Lead onboarding programs and brand/service culture training for new hires and existing team members.
  • Identify training needs in collaboration with operational leaders and deliver targeted soft skills workshops and coaching.

Continuous Improvement

  • Champion and facilitate cross-functional improvement initiatives focused on efficiency, innovation, and service excellence.
  • Leverage performance data and KPIs to evaluate improvement efforts and drive operational enhancements.
  • Promote a proactive approach to problem-solving and innovation throughout the organization.

Reporting and Communication

  • Produce detailed quality and performance reports for senior leadership, highlighting key metrics, audit findings, and project outcomes.
  • Maintain open channels of communication with all departments to reinforce quality standards and improvement goals.

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