Director of Quality The Singapore EDITION & The St. Regis Singapore

Job description

**Additional Information** Cluster Position
**Job Number** 25126265
**Job Category** Procurement, Purchasing, and Quality Assurance
**Location** The Singapore EDITION, 38 Cuscaden Road, Singapore, Singapore, Singapore, 249731VIEW ON MAP (https://www.google.com/maps?q=The%20Singapore%20EDITION%2C%2038%20Cuscaden%20Road%2C%20Singapore%2C%20Singapore%2C%20Singapore%2C%20249731)
**Schedule** Full Time
**Located Remotely?** N
**Position Type** Management

**JOB SUMMARY**

Responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating.

Position works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies.

The position is responsible for ensuring that quality processes meet company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.

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**CANDIDATE PROFILE**

**Education and Experience**

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 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; 2 years experience in the guest services, front desk, housekeeping, 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.

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Directs property quality efforts to address critical customer requirements.

• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

**Leading Quality Assurance Team**

• Trains team members and managers on problem solving, process improvement and strategic planning techniques

• Develops systems to enable employees to understand guest satisfaction results.

• Communicates a clear and consistent message regarding departmental goals to produce desired results.

• Coaches managers on adopting the Total Quality Management leadership style.

• Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.

• Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.

**Managing Quality Tools**

• Ensures that management practices at all levels are aligned with quality tools.

• 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 ensures 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.

• Creates an atmosphere in all properties that meets or exceeds guest expectations.

**Managing and Conducting Human Resources Activities**

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

• Ensures employees are treated fairly and equitably.

• Ensures that regular, ongoing communication is happening in quality assurance.

• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.

• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.

• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.

• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.

• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

_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._

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality.

EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm.

The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.

But to create this magical experience, we need you.

We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work.

A place where service comes from the heart, not from a handbook.

A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.

We invite you to join us today.

In joining EDITION, you join a portfolio of brands with Marriott International.

**Be** where you can do your best work,​ **begin** your purpose, **belong** to an amazing global​ team, and **become** the best version of you.

Required Skill Profession

Other General