Quality & Continuous Improvement Manager - Holiday Inn Singapore Orchard City Centre

At Holiday Inn® Hotels & Resorts, our job is to bring the joy of travel to everyone. That’s where you come in. When you’re part of the Holiday Inn Hotels & Resorts brand, you’re more than just a job title.

At Holiday Inn, we look for people who are friendly, welcoming and full of life; people who are always finding ways to make every guest’s experience an enjoyable one.

Holiday Inn Singapore Orchard City Centre is looking for a Quality & Continuous Improvement Manager who is responsible for leading the hotel’s Quality and Continuous Improvement philosophy within the limits of the policies and procedures of the hotel and IHG.

Responsibilities include, but are not limited to:

Be the on-property expert in:

• Brand standards 

1. Be familiar with the brand standards and audit requirements.
2. Know the QEM portal functionality.
3. Know how to identify the hotel’s gaps.

• Guest love 

1. Be familiar with how the Guest Love survey system works, survey questions, reporting portal, reports and relevant administration.
2. Know what guests are saying about the hotel’s strengths and weaknesses.
3. Know how to analyze the data for trends to drive action planning.

• Continuous improvement tools 

1. Be familiar with all Quality & Continuous tools, methodologies, training and IHG resources that drive improvement in the Guest Experience metrics and how to use them. 
2. These include TQM process improvement and I-Series tools, problem resolution, action planning, Ideas Library, Hotel Solutions etc.   

• Provide data-driven and insightful recommendations to GM / department heads on improving Guest Experience: 

1. Retrieve, analyze and disseminate relevant Guest Experience metrics to GM / department heads in a timely and appropriate manner, incorporating formal monthly reports, quality meetings and informal catch up sessions.
2. Be familiar with the different sources of data and knowledgeable in analyzing the data logically to determine what guests are saying about the hotel’s product / service.
3. Be familiar with resources (online, offline, other employees) that allow the hotel to leverage on knowledge / ideas / solutions from other IHG properties / competitive set. 
4. Be aware of what is happening “on the ground” in the hotel through regular hotel walk-throughs / observations / audits / interactions with staff / guests and in the competitive set that impact Guest Experience.
5. Be familiar with relevant operational aspects / standards of the competitive set that impact Guest Experience.
6. Through reviewing the different sources of data and applying the correct data / analysis in the appropriate situations, recommend action plans and prioritize resources to drive the most significant improvements in Guest Experience.
7. Flag any potential areas of concern based on observations and understanding of operations and staff / guest interactions

What We Need From You

Bachelor's Degree / higher education qualification / equivalent in hospitality or related field, and minimum 3 years’ work experience (experience in a luxury hotel brand will be an advantage), or an equivalent combination of education and experience.

Required Skills:

• Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company
• Comprehensive knowledge of the market trends
• Working knowledge of MS Office applications
• Self-motivated, dynamic and result-oriented individual with strong marketing and business acumen

What We Offer

In return for your hard work, you can look forward to a highly competitive salary and benefits package – including:

- Duty meals

- Birthday Leave on your birthday month

- Monthly LOVE Hour

- Medical, dental & optical benefits

- Insurance Coverage

- 25-50% F&B Discount at restaurants within IHG Singapore Hotels

- Special Employee Rate at all IHG Hotels worldwide

- Room to Grow opportunities

What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow.

And because the Holiday Inn Hotels & Resorts brand belongs to the IHG® family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 6,000+ hotels in over 100 countries around the world.

So whoever you are, whatever you love doing, bring your passion to Holiday Inn and IHG and we’ll make sure you’ll have Room to be yourself. Find out more about joining us today by going to careers.ihg.com.