Quality Manager

What will I be doing?

As a Quality Assurance Manager, you will be responsible for performing the following tasks to the highest standards:

• Monitor voice of customer through Stay Experience Platform, track defects and liaise with HODs on reducing and eliminating the trends
• Conduct Operational review and analysis
• Support operational performance and efficiencies
• Monitor the procedures and the management of Hilton Honors guests with the aim of highlighting areas for improvement
• Monitor the procedures and the management of TWS guests with the aim of highlighting areas for improvement.
• Presents Quality Guidelines and importance during orientation
• Supports the Director of Operations during bi yearly Quality Assurance auditor visits
• Third party quality review portals, i.e TripAdvisor.
• Provide an overview of scores and ranking throughout Hilton approved channels & social media.
• Provide Assistance to the GM and DO in directing Hotel quality efforts to address our critical customer requirements.
• Review incident reports, logs, and guest feedback, liaise with HODs to investigate the rout cause of defects
• Track defects from posts stay feedback (SALT/Stay Experience Platform) and in-house defects (DM log).
• Walk through of Hotel to identify and communicate cleanliness & condition issues for immediate actions.
• Attend departmental pre-shift meetings to observe and re-empathize on Forbes standards and role plays.
• Defect Process- Collecting, compiling, analyzing data and communicating defect/service lapse trends or information to departments in a timely and usable fashion.
• Good ideas – Ensures employees are being encouraged to contribute and implement good ideas and recognition of good ideas is occurring through a good idea process.
• Provide an update on quality measurement and activities in Staff Meeting, and guidance Team meeting.
• Responsible for Brand Quality Management Reports and Measurements.
• Responsible for internal communication of Quality Function efforts and communication of hotel performance
• Liaise with training department to ensure training standards and requirements are applied and up to date for all employees