Director of Quality

The Ritz-carlton Indonesia (Jakarta, Jakarta, Indonesia)

DKI Jakarta, Indonesia

The Ritz-Carlton Hotel Company sets the gold standard in luxury hospitality worldwide. With an unshakeable credo and corporate philosophy of un-wavering commitment to service, both in our hotels and in our communities, The Ritz-Carlton has been recognized with numerous awards for being the gold standard of hospitality.

About this position

Responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating. The position works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies, ensuring that quality processes meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.