Assistant Quality

**About us**
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.

**Your day to day**
- Support General Manager/Hotel Manager and Hotels’ Operations Teams to improve Guest Experience and Hotel Quality Compliance
- 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.
- Focus on the continual improvement of quality in the hotel. Proactively uses Hotel tools to monitor and analyses if a training need exists, and/or the effectiveness of training program (Colleague Heartbeat, Guest Heartbeat, Mystery Guests, Brand standards, P&L etc)
- Champions submissions of all IHG Brand Standards related documentations on a timely basis as required.
- Champions monthly Quality-meeting 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.
- Contribute to developing a true luxury professional for the Hotel
- Communicate openly and honestly with other colleagues and recognise their outstanding achievements
- Promote teamwork and quality service through daily communication and coordination with other departments. Key contacts include all hotel department heads and staff, IHG Support Centre and Singapore clusters
- 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
- Coordinate with Front Office/Guest Relations on all VIP and IHG One Rewards arrivals 3-5 days out to ensure welcome cards, room assignments and benefits are executed, and loyalty recognition goals are achieved
- Manage Guest Experience and Quality programs’ administration
- Manage communication plan around Guest Experience and Quality initiatives

**What we need from you**
- Diploma or Vocational Certificate in Hotel Management, Business Administration, or related field preferred.
- Excellent organization, time management and project management execution
- 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.
- Demonstrates strong leadership, team and communication skills.
- Highly detail oriented, organizational skills and able to handle multi priorities under pressure.
- Strong understanding of Opera PMS reservation system, Work Order Management System and Customer Relationship Management processes.
- Problem solving, reasoning, motivating, organizational and training abilities.
- Good writing skills

**What we offer**
In return for your hard work, you can look forward to a highly competitive salary and benefits package - including:

- 5-days work week
- Duty Meal
- Birthday Off
- Learning and Development Opportunities
- Medical Benefit
- Dental/ Optical/ Health Screening Benefit
- Insurance Coverage
- Special Employee rate at all IHG Hotels worldwide

What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow.

And because the InterContinental Hotels & Resorts brand belongs to the IHG® family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 6000 hotels in over 100 countries around the world.

Job Reference: EMEAA37937