The Quality Assuranace Manager is a position between the HOD and the Operations Manager or the Resort Manager.He / She overlooks the daily operation of each department (F&B, Rooms Division HSK), while focusing on the guests' experience.
He / She prepares the guests' arrival, takes care of any special requests, preparation before the check-in, and is in daily communication with all the HOD's.
The Quality Manager needs to be consistent, and to deal with high demanding clientele on a daily basis. 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 builds support for change.Previous Work Experience / Education
2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.or
4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.The Quality Manager :
Conducts monthly audit according to the Radisson Blu Standards to ensure compliance with company and brand standards
Guides managers on adopting the Total Quality Management leadership style.
Reviews guest feedback with HOD’s and ensures appropriate corrective action is taken.
Handles guest problems and complaints.
Balances and analyzes the quality of product, service levels and overall satisfaction.
Assists with regional and / or company-wide implementation of company best practices.
Ensures that middle managements and HOD’s practices at all levels are aligned with quality tools by providing training in quality sciences.
Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.target customer. see details
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