- Browse Job
- Quality Manager
- Position
- Quality Manager
- Department
- Learning & Development
- Working Location
- Taipa / Cotai
- Post Date
- 04/09/2023
- Requirements
-
• Bachelor degree in Hotel management, Human Resources Management or related discipline
• Minimum of 5 years working experience in a similar role with experience in large size organizations and casinos
• Experience in casino operation in Macau
• Excellent relationship building, influencing and communication skills to build effective partnerships
• Strong organizational skills
• Proficient in both written and spoken Chinese and English
- Responsibilities
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• Assist in the establishment, implementation and improvement of quality assurance policies, programs and initiatives.
• Ensure all current and future components of processes are aligned to one coherent system so as to enable the achievement of the company’s Mission, Values, Promises and Service Standards.
• Monitor feedbacks from the all audit programs such as, but not limited to, Forbes, Tripadvisor, Twitter, Sina Weibo, Open Rice
• Continuously review the quality standards to the current processes to ensure cohesiveness in cross functional processes.
• Monitor and report the effectiveness of current processes (P&P/SOP), programs and initiatives & revise them wherever necessary.
• Initiate new processes or review current processes to enable the smooth and consistent deliverance of quality standards.
• Take lead responsibility for significant quality issues. Be “hands on” with the issue, develop a plan to resolve the issue, communicate the plan and progress on the plan to the management team
• Promote consistency in quality delivery of products and services by assisting in the development and execution of training programs, presentations and collateral.
• Liaise with other managers and staff throughout the organization to ensure that the quality system is functioning properly and where appropriate, advise on changes and their implementation and provide training, tools and techniques to enable others to achieve the intended quality standards.
• Develop long and short range action plans, assist in meeting set strategies / objectives and conduct quality driven training in conjunction with the L&D Managers.
• Provide and monitor continual improvement platforms and ensure effective feedback, follow up and actions are taken within determined time frame.
• Identify recurring defects and initiate projects for process improvement.
• Conduct trend analysis on all types of guest feedback and to share such trends with colleagues for purposes of continual improvement.
• Liaise with colleagues on actions to be taken based on reports by Mystery Shoppers
• Develop corrective actions to support operation problems and failures, suggesting modifications and corrective actions to meet customer expectation.
• Coordinate and report on the progress of Objectives, Targets and Programs on a monthly basis.
• Closely monitor guest feedback and to ensure that investigation and actions for response to guest timely.
• Review all other guest feedback such as comment cards, guest letters/emails, social media (Trip Advisor, Twitter, Sina Weibo, Open Rice etc) so that appropriate responses can be timely.
• Identify from guest feedback the common areas of concern that need corrective action plans and to ensure that these plans are executed effectively.
• Assist with all reasonable duties as instructed by Director, Learning & Development.
