IHG Hotels & Resorts · Crowne Plaza Changi Airport
Quality & Continuous Improvement Manager
Role summary
At Crowne Plaza Changi Airport, this Quality & Continuous Improvement Manager role focuses on quality & Continuous Improvement Manager, you provide insights on what our guests are telling us. Working closely with key stakeholders to uplift and uphold the brand standards and what truly represent us and assisting the leadership team in building the Quarterly Tactical Solve Action Planning (identification of problems, root cause analysis, and action plan). The employer notes formulate and structure the hotel experience committee ensuring engagement and participation from Hotel leadership operation Team and Support department Heads in the annual quality evaluation audit and takes necessary actions post-quality evaluation audit and guest experience evaluation.
Summary based on employer-provided role details.
Role highlights
Responsibilities
- Quality & Continuous Improvement Manager, you provide insights on what our guests are telling us. Working closely with key stakeholders to uplift and uphold the brand standards and what truly represent us.
- Assist the leadership team in building the Quarterly Tactical Solve Action Planning (identification of problems, root cause analysis, and action plan).
- Monitor implementation of Tactical Solve action points, and communicate progress on key identified areas.
- Support department Heads in the annual quality evaluation audit and takes necessary actions post-quality evaluation audit and guest experience evaluation.
- Ensure that the Front Office/Leadership Team responds to all guest reviews on our OTA sites in a timely manner using the Medallia Portal.
Requirements
- Formulate and structure the hotel experience committee ensuring engagement and participation from Hotel leadership operation Team.
- Support department Heads in the annual quality evaluation audit and takes necessary actions post-quality evaluation audit and guest experience evaluation.
- Promote service excellence initiatives across the hotel and identify training gaps to enhance the guest experience.
- Three years’ experience in hotel operations
- designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.
Role Quick Info
Pay is shown when the employer lists it.
Estimated pay is based on the role and should be validated on the employer page and/or job listing.