Quality and Continuous Improvement

**Hotel Indigo colleagues are the people at the center of every new story**. They make all guests feel welcome in the neighbourhood and at home in the hotel. At **Hotel Indigo®** we deliver inspired service. Our guest are explorers. A discerning set of individuals who bring their curiosity, uniqueness, and informality to everything they do in life. They are people who approach travel as an opportunity to expand their mind, learn new things, and create memories they can share that last a lifetime.

**Hotel Indigo colleagues are warm, personal, and unscripted.** They embrace the individuality and diversity of everyone. They enjoy iconic, worldly locations and are **drawn to discovering** what makes each of them unique. They are **inspiring storytellers** who inject positivity into their environment. They combine **informality and fun with professionalism and sophistication**.

Join us as a QCI Manager in Hotel Indigo Singapore Katong. You’ll have ambition, talent and obviously, some key skills. Because, for this vital role, we’re looking for someone who can:
**Financial Returns**:

- Analyse and review cost effectiveness on an on-going basis for each Continuous Improvement (TQM) project.
- Co-ordinates with IHG Corporate and Owner’s offices for any requests, eg. Coordinate with related departments for room and/or restaurant reservations, site visits etc.
- Supports in replying to Guest Reviews on various platforms, following up with respective departments and update the General Manager.
- Prepare all guests correspondences relating to all guest feedback in a timely manner.

**People**:

- Work with GM and leadership Team to lead the Continuous Improvement process and culture within the hotel and install a Brand Hearted culture within the team, coaching and training them to understand, interpret and deliver a Brand Hearted culture and in carrying out any other initiatives that are related to the promotion, communication and reinforcement of the InterContinental culture in the hotel.
- Retrieve, analyze and disseminate information from IHG’s Quality tools such as Heartbeat, GOTS, in room comment cards, financial data and other sources of information.
- Work in conjunction with relevant teams to identify root-causes of problem areas and opportunities for improvements of guest satisfaction and then work on suitable solutions that support the embedment of the brand hearted culture for Hotel Indigo & Holiday Inn Express brand. Develop subsequent new or revised processes, lead implementation to ensure the problem is eliminated and guest satisfaction increases.
- Supporting the front line staff and the management team in the implementation, monitoring, tracking, and improvement of guest-focused aspects of departmental standards and procedures and guide and advise them on processing of all relevant data for measurement of each project and the subsequent follow up required depending on each project
- Liaise with HR to ensure that all training for the implementation of processes and the Brand Hearted culture within the hotel are carried out in the most effective and timely manner resulting in consistent delivery of excellent Hotel Indigo and Holiday Inn Express Service Behaviors.

**Guest Experience**:

- Coordinate Quality evaluation execution including following up on action plans
- Ensure that all Continuous Improvement projects and Brand Hearted Initiatives in the hotel are regularly monitored and maintained, including coordination of relevant meetings.
- Identity future Quality and Continuous improvement projects and brand initiatives.
- Champion the communication of Quality and Brand messages through regular channels including the hotel’s monthly staff Townhall meetings, department heads’ meetings, training workshops, and any other medium required to broadcast and reinforce the messages.
- Communicate with IHG Asia Pacific Quality and Brand Experience Teams regarding process breakthroughs and ensure transference of best practice to the hotel

**Responsible Business**:

- Observing training sessions facilitated by departmental trainers and providing constructive feedback to ensure the alignment with our Brand Hearted philosophy
- Carry out other tasks/duties as requested by the General Manager
- Follow-up to ensure that the actions required in the Management Action Plan (MAP) are completed on time
- Demonstrate awareness of occupational health and safety policies and procedures and ensure all processes are in adherence to safety legislation
- Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
- Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
- Be familiar with property safety, first aid and fire and emergency procedures and enforce these in your areas
- Initiate action to correct a hazardous situation and notify supervisors o