Quality Improvement Manager
1 week ago
Requisition ID 171433 -Posted - Hong Kong SAR - Island Shangri-La, Hong Kong - Executive Office - PermanentRenowned for its distinctive Asian hospitality, the luxury hotel group operates five Shangri-La properties in Hong Kong, where the company is also headquartered, including KowloonShangri-La, IslandShangri-La, Kerry Hotel Hong Kong, JENHong Kong by Shangri-La, and The Aberdeen Marina Club, offering guests an array of options across the different brands to suit every guest's needs.As an employer with industry leading levels of colleague engagement, our people are our priority. Our success is only made possible through the efforts and abilities of over 42,000 colleagues worldwide. In accordance with this belief, the focused investment we make in the learning and development of our colleagues is unparalleled in the global hospitality industry. From welcoming new colleagues to best-in-class leadership development programmes, employee potentials will be identified and nurtured throughout their career with the Group.We are looking for a Quality Improvement Manager based at Island Shangri-La, Hong KongAs a Quality Improvement Manager, we rely on you to:Establish, maintain and continuously refine quality standards across all hotel operations in collaboration different team in the hotelDevelop and build up policies, guidelines, procedures and checklists to ensure consistency in service and operationsUpdate and review quality measures to align with evolving guest expectations and industry trendsMonitor and analyze guest feedback from surveys, on-line platforms to identify trends and areas for improvementCollaborate with teams to address respective concerns and implement enhancements that boost guest satisfaction, loyalty and engagementWork with Learning & Development Team to identify training needs for the respective operations and conduct workshops on quality standards and service excellenceLead initiatives for continuous improvement, driving operational efficiency, innovation and cost-saving measurementTrack performance metrics to measure the impact of improvements and ensure sustainable progressPerform any other duties and special projects assigned by SupervisorsWe are looking for someone who has:Degree Holder in Hospitality Management, Quality Management or related disciplinesMinimum 5 years of Guest Experience and Quality Assurance experience with at least 2 years of experience in similar capacity, preferably gained with a sizeable hotel or luxury service industryPossess energy and strong in stakeholder managementStrong problem-solving skills and able to work under pressure and independentA good team player with creative, detail-mind and strong business acumenGood communication and presentation skillsProficient in computer applications and hands-on in preparing presentation deckExcellent command in both verbal and written communication in English and ChineseAll information provided by applicants will be treated in strict confidence and used only for recruitment purpose.
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