Quality Manager

SOUTH BEACH INTERNATIONAL HOTEL MANAGEMENT PTE. LTD.; Singapore; Vor Ort; SGD 78.000 - 123.000; Vollzeit

Zusammenfassung

SOUTH BEACH INTERNATIONAL HOTEL MANAGEMENT PTE. LTD. seeks a Quality Assurance professional to implement programs that meet brand standards, improve guest satisfaction, and drive continuous improvement across the property.

The role coaches managers in Total Quality Management, conducts regular audits, and leads process improvement initiatives while staying engaged with guests to ensure service excellence and adherence to hotel standards.

Qualifikationen

• Degree in Business Administration, Hotel and Restaurant Management, or related major.
• 3 years’ experience in guest services, front desk, sales and marketing, management operations, or related professional area.

Aufgaben

• Lead weekly quality audits across departments to ensure brand standards and implement corrective actions.
• Maintain a strong operational presence on the hotel floor to observe processes and drive improvement.
• Make decisions to keep the property moving toward goals and address critical customer requirements.
• Assist with regional/company-wide best practices and facilitate measurable process improvements.
• Review guest feedback with leadership and take appropriate corrective actions.
• Respond to guest problems and complaints, maintaining high service levels and satisfaction.
• Partner with trainers and leaders to deliver on‑the‑job training and consistent service execution.

Kenntnisse

Total Quality Management

Quality audits

Guest satisfaction

Process improvement

Data analysis

Training

Ausbildung

Bachelor's degree in Business Administration or related hotel/management

Tools

Quality tools

Jobbeschreibung

JOB SUMMARY

The position is responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the Quality function and builds support for change.

CANDIDATE PROFILE

Education and Experience

• Degree in Business Administration, Hotel and Restaurant Management, or related major;
• 3 years’ experience in the guest services, front desk, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

• Coaches managers on adopting the Total Quality Management leadership style.
• Conduct weekly quality audits across all departments to evaluate compliance with brand standards, identify gaps in service delivery, and implement corrective actions to ensure consistency and continuous improvement.
• Conduct monthly audit to ensure compliance with company and brand standards
• Maintain a strong operational presence on the hotel floor to observe processes, identify performance trends, and implement quality improvement initiatives that enhance efficiency, service standards, and guest satisfaction.
• Make and execute the necessary decisions to keep property moving forward toward achievement of goals.
• Direct property quality efforts to address critical customer requirements.
• Assists with regional and/or company-wide implementation of company best practices.
• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

Managing Quality Tools

• Ensure that management practices at all levels are aligned with quality tools by providing training in quality sciences.
• Uses data collection methods to compile, display, track, and analyze defect trends.
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes issues and identifies trends.

Managing the Guest Experience

• Reviews guest feedback with leadership team and ensure appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Partner with departmental trainers and leaders to deliver structured on-the-job training, ensuring consistent service execution, adherence to hotel standards, and the development of a culture focused on quality excellence.
• Models service behaviors that meet or exceed guest expectations.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.