Quality Manager

What will I be doing?
As Quality Manager is responsible for developing, implementing, and maintaining a comprehensive quality management system to ensure that all products, services, and processes meet or exceed customer expectations and regulatory standards. This role involves analyzing quality metrics, overseeing quality control teams, managing audits, and driving continuous improvement initiatives across the organization. The Quality Manager serves as a key leader in promoting a culture of excellence and ensuring operational efficiency.

• Quality Assurance Audit
• Audit of various departments (as per schedule – determined by QM and DO. Will include: Occupied rooms, Inspected rooms, Public areas, F&B service, Check in, Arrival at front gate, Kipsu, CSC verbal communication, Reservation communication, Laundry delivery, Rooming the guest, etc). Ensure alignment of Brand and Forbes Standards
• Same day and weekly sharing session of audit results with department leaders and L&D Manager.
• Weekly session to include trends of area of opportunities.
• Weekly session to include development of training improvement plan with a focus on challenges observed
• Ensure SOPs are amended as required
• Attendance of training sessions to ensure alignment
• Assist L&D Manager to develop training plans for Forbes TM training; focusing on high impact areas
• Review with DO (quarterly) the progress made between audit trends + stay experience areas of opportunities + training plans + outcomes
• Create schedule and conduct walk-around with HODs/AHOD to monitor condition + cleanliness. 1 to 2 areas per week.
• Identify defects
• Action plan on resolution with timelines
• Walk areas and communicate any breaks in service standards or defects to the respective department.
• Stay Experience Platform – Feedback
• Review Stay Experience reviews and investigate any noted guest issues with HODs (daily/weekly). To include preventative measure (if applicable). Mention 2 or 3 comments (positive and opportunities) in HOD briefing
• https://jobs.hilton.com/apac/en/job/HOT0C1V4/Conrad-Bali-Quality-Manager