Job Scope:
The Quality Director is responsible for driving operational excellence and fostering a collaborative and inclusive workplace culture. This role ensures that all departments consistently deliver exceptional guest experiences aligned with the hotels Group’s quality standards. By working closely with teams and promoting a people-first approach, the Quality Director supports the development of a motivated workforce that thrives on continuous improvement and innovation.
Key Responsibilities:
Quality Assurance and Operational Excellence:
- Develop, implement, and maintain a comprehensive quality management system tailored to the hotel groups’s brand standards.
- Conduct regular property-wide audits to assess compliance with service, operational, and safety standards.
- Collaborate with department heads to address gaps, recommend improvements, and monitor implementation of corrective actions.
- Analyze guest feedback, operational data, and industry benchmarks to identify trends and opportunities for improvement.
- Act as the primary liaison with the corporate quality team to ensure alignment with group-wide initiatives.
Team Collaboration and Culture Building:
- Partner with People & Culture to embed quality standards into recruitment, onboarding, and performance management processes.
- Promote a culture of collaboration by facilitating open communication and feedback between departments.
- Serve as a mentor and coach to leaders and employees, emphasizing the importance of teamwork and shared accountability.
- Organize team-building activities and initiatives that reinforce the hotel group’s values and service philosophy.
Learning & Development (L&D):
- Work closely with the L&D team to design and implement training programs that focus on quality, guest service, and leadership development.
- Conduct workshops and hands-on training to ensure consistent understanding and application of quality standards.
- Support career development initiatives by identifying high-potential employees and creating tailored growth plans.
- Evaluate the effectiveness of training programs and adjust strategies to maximize impact.
Continuous Improvement and Innovation:
- Lead cross-functional projects to improve operational efficiency and enhance guest experiences.
- Stay updated on industry trends, technologies, and best practices to drive innovation.
- Establish key performance indicators (KPIs) and monitor progress toward achieving quality goals.
- Encourage a mindset of continuous learning and improvement at all levels of the organization.
Qualifications: - Experience:
- Minimum 8-10 years of experience in quality management or a similar role, preferably within luxury hospitality.
- Proven track record of implementing successful quality improvement initiatives.
- Education:
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- Advanced certifications in Quality Management (e.g., Six Sigma, ISO) or L&D are a plus.
- Skills:
- Strong leadership and interpersonal skills with the ability to inspire and influence teams.
- Exceptional analytical skills to interpret data and develop actionable insights.
- Proficiency in quality management tools, software, and reporting systems.
- Excellent verbal and written communication skills in English; additional languages are an advantage.
Key Competencies:
- Team Player: Demonstrates a collaborative approach, fostering strong relationships with colleagues across all levels.
- Cultural Sensitivity: Understands and respects diverse perspectives, creating an inclusive workplace environment.
- Strategic Thinking: Anticipates challenges and develops innovative solutions to drive continuous improvement.
- Attention to Detail: Ensures precision and accuracy in all aspects of quality assurance.
- Leadership: Inspires trust and motivates teams to achieve shared goals.
Working Conditions:
- Full-time position based on property with occasional travel for group meetings or training sessions.
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