Quality Manager

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

Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.

Responsibilities

• Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.
• Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.
• Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.
• Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.
• Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.
• Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.
• Immerses in operations to better understand issues/defects faced on the ground.
• Drives several initiatives for business standard audits and guestvoice.
• Conducts monthly audit to verify compliance with company and brand standards.
• Makes and executes the necessary decisions to keep property moving.

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.
• Experience and/or knowledge of hotel business.
• Ability to understand quality management practices and teaches to others.
• Ability to understand data collection methods.
• Knowledge of budget preparation and the control of costs.
• Working knowledge of statistical measurement tools.
• Effective presentation skills.
• Detail orientation and analytical.
• Operations background – depending on hotel facilities, a rooms or f&b background may be preferred.
• Previous training in guest relations.
• Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications.
• Experience/trained in Six Sigma or TQM.