• Job Description

  Req#: 23011391

  ABOUT FAIRMONT SINGAPORE AND SWISSÔTEL THE STAMFORD

  At RC Hotels, we believe the best hospitality experience starts with having great and happy colleagues!

  We are looking for a diverse group of passionate individuals to join our two iconic hotels with 13 restaurants and bars; one of Asia’s largest and award-winning Willow Stream Spa; and the cutting edge Raffles City Convention Centre.

  Come and be a part of the RC family, and let us work with you to build a dynamic and fulfilling career where everyone will have equal opportunities for growth and success.

  Take the step to be a part of something big today, we’d love to hear from you!

  Director of Quality

  Summary of Responsibilities:

  • Establish and review quality strategies to ensure they are aligned with hotel goals and relevant to current operational needs and issues.
  • Provide actionable insights for operational departments by:
  • Analysing guest satisfaction data:

  1. 1. On a weekly, monthly and yearly basis
     2. On a per need basis, depending on issues faced

  • Performing gap analysis using LQA mystery shopping standards:

  1. 1. Organise LQA audits with third parties unknown to hotel
     2. Train LQA auditors
     3. Review LQA internal reports with auditors
     4. Follow-up with departments to address gaps

  • Review LQA results with division/department/functional heads:
  • Organise monthly cluster quality meetings, or whenever necessary
  • Develop appropriate action plans to improve scores and guest experiences
  • Ascertain effectiveness of action plans and follow up on progress
  • Develop new plans and strategies, where necessary
  • Ensure implementation of quality strategies by performing regular checks for compliance
  • Champion continuous improvement efforts through the following:
  • Supervise and lead improvement projects
  • Promote an improvement culture and mindset among colleagues and leaders
  • Work closely with departments to identify operational problems, issues and solutions
  • Organise and Facilitate Total Quality Management Annual Leadership sessions
  • Project manage TQM projects and coach TQM project leaders and project teams
  • Develop with TQM project teams robust solutions, standardization and maintenance plans for sustained success for their projects.
  • Operationalise the quality improvement frameworks at Fairmont Singapore and Swissotel the Stamford:
  • Establish goals, schedules and monitor implementation
  • Conduct continuous improvement training
  • Lead and/or supervise improvement projects involving multiple departments
  • Respond to online feedback in collaboration with Marketing Communications
  • Represent both hotels in quality and/or productivity conferences with government statutory boards and hospitality industry events, where necessary
  • Recommend possible funding assistance schemes productivity initiative project teams
  • Liaise with government groups on the scheme and application process
  • Manage agreed KPIs with project team to achieve maximum funding reimbursement.
  • Facilitate external audit process to meet reimbursement requirements.
  • Compliance to hotel policies and procedures, uphold grooming standards

  Qualifications:

  • Bachelor Degree in Hospitality or Business-related studies
  • Minimum of 5 years of relevant experience in operations within the hotel industry
  • Strong working knowledge of Microsoft Excel, Microsoft Office and Microsoft Powerpoint
  • Working knowledge of various Project Management and Business Excellence frameworks

  Our commitment to Diversity & Inclusion:

  We are an inclusive company and what we really hope to achieve is to attract, recruit and promote diverse talent.

  Why work for Accor?

  We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

  By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

  Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

  If you feel you are ready for your next professional challenge, apply on: https://careers.accor.com/

• About the company

  Accor SA is a French multinational hospitality company that owns, manages and franchises hotels, resorts and vacation properties.

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