Quality & Continuous Improvement Manager

As a 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.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:
 

• Formulate and structure the hotel experience committee ensuring engagement and participation from Hotel leadership operation Team.
• Support Hotel Manager in reviewing and analyzing hotel guest feedback through various platforms (Guest Love, GSI, Social Reviews, Glitches, Courtesy calls, Mystery Shop, etc.) on a regular basis and provide a clear understanding of the root cause of the issues and areas to improve.
• 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.
• Develop and conduct service quality and brand standards audits with department head stakeholders.
• Support department leads 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.
• Ensure that the Front Office/Leadership Team responds to all guest reviews on our OTA sites in a timely manner using the Medallia Portal.
• Assist the Operations Team on initiatives that drive guest satisfaction and business performance in key areas.
• Lead the implementation of IHG’s new quality tools and initiatives.
• Conducts and support quality related training initiatives in the hotel
   

What we need from you:

• Educational qualification in Hospitality
• Three years’ experience in hotel operations  
• Meticulous and analytical
• Have a strong drive in ensuring compliance
   

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits 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. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the team  the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing

 framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.  

So, join us and you’ll become part of our ever-growing global family.