Director Of Hotel Training & Quality Assurance
Marina Bay, Singapore
Job Description
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Job no: 500593
Work type: Full Time
Location: Marina Bay Sands
Categories: Hotel - Management
Core Leadership Competencies
- Change Management \xe2\x80\x93 Generates activity and seeks new challenges to improve work performance. Demonstrates an optimistic outlook and recovers quickly from failure.
- Decision Making \xe2\x80\x93 Makes sound decisions quickly under pressure. Takes calculated risks based on adequate information and analysis. Makes rational, balanced judgments on the basis of available information.
- Managing the Work of others \xe2\x80\x93 Works with an orientation to the future. Sets clear, appropriate, and well defined, quality objectives. Encourages others to comply with legal and personal obligations. Plans while taking into account change and possible difficulties. Provides teams with clear direction and keeps them focused on tasks. Actively supports autonomy and empowerment through appropriate delegation of work. Sees projects through to completion; ensures key objectives are met.
- Motivating and Influencing Others \xe2\x80\x93 Creates a climate of teamwork by encouraging harmony, co-operation and communication. Cares for others by monitoring their well-being; Inspires a positive attitude to work among subordinates and persuades others so that they can adjust their positions and readily gains agreement and support from others. Respects the contributions of others.
- People Development \xe2\x80\x93 Encourages a culture of continuous personal and worked-related improvement through own actions and ensures learning from successes and failures. Guides and coaches team members. Passes on personal expertise and draws on the diverse backgrounds, skills and knowledge of people while defining and reinforcing standards and appropriate behaviour.
- Problem Solving \xe2\x80\x93 Reconciles conflict and probes for information for more in-depth relevant information for decision-making. Analyses numerical data and relevant sources of information in order to draw appropriate conclusions and check facts to establish causes and effects. Produces new ideas and a range of solutions to meet the demands of the situation.
- Time and Task Management \xe2\x80\x93 Manages time effectively and shows punctuality; completes tasks on time; structures work activities in a systematic way; respects and follows company policies; shows organizational commitment; ensures safety at the workplace. Shows receptiveness to being managed and co-operates willingly; demonstrates detailed job knowledge, manual ability and technical expertise in one\xe2\x80\x99s own area.
- Integrity \xe2\x80\x93 Acts consistently in accordance with clear ethics and values and models high standards of behaviour for others through one\'s own actions; maintains confidentiality and upholds agreements made with others; able to relate to people from different cultures; and maintains a balance between work and personal life so neither affects the other negatively.
- Directly manage the operating unit under his/her scope.
- Manage and mentor the team to achieve KPI\xe2\x80\x99s relating to financial goals, guest satisfaction, internal quality assurance and Forbes 5 Star rating, as well as Team Member satisfaction
- Liaise with supporting departments to support brand standard achievement in their respective areas
- Review department training manuals/plans and specific operating procedures to ensure maximum standards and efficiencies are achieved and maintained
- Ensure all hotel departments have a robust and complete 90 day onboarding program
- Responsible for creating and maintaining a robust Quality Assurance program for all areas of the hotel and eventually the entire Integrated resort.
- Present monthly quality assurance statistics and trends to stakeholders.
- Responsible for creating and implementing a program that monitors guest feedback and implements corrective measures that drive service excellence.
- Ensure training plans in place match the needs of Team Members with a wide range of skills languages and cultures and that the housekeeping team is well trained and knowledgeable in all aspects of standards/service delivery to ensure guests expectations are in turn having a positive impact on guest feedback
- To ensure that the transformation of Marina Bay Sands Hotel Towers \xe2\x80\x9cLuxury Base & Luxury Base Suites aka Luxury Hotel\xe2\x80\x9d is executed and maintained
- To ensure that all appropriate personnel are trained in the relevant PMS systems and that these systems are used effectively.
- Coordinate and conduct regular inspections of buildings to ensure strict compliance with government, fire, safety regulations and license requirements are adhered to, if not recommend and/or take action to ensure compliance
- Identify, review and facilitate continuous training programs for employees on new operational techniques to increase productivity, maximize revenue or enhance guest service
- Support Marina Bay Sands/Las Vegas Sands Sustainability initiatives
- To support the Executive Director Hotel Operations ensuring all KPI\xe2\x80\x99s relating to Guest & Team Member satisfaction are achieved
- Monitor Hotel procedures that provide for the health and safety of team members and Guests, such as lost & found, key control, fire, safety and environmental procedures.
- Be aware of new/innovative technologies and training programs that can assist to improve efficiency
- Promote the development of a positive work environment for all team members, mentoring all levels through formal and informal meetings discussion and performance feedback
- Work effectively with team members to address cultural and or work environment issues so as to positively affect team member and guest experience
- Be aware of duty of care to occupational health and safety legislation, policies and procedures and initiate action to correct potential hazardous situation
- To understand and adhere to Marina Bay Sands /Las Vegas Sands code of conduct in all aspects of his/her tasks and interactions.
JOB REQUIREMENTS Education & Certification
- Minimum High School Diploma, College or University degree
- Experience in hotels pre-opening/renovation at supervisory/managerial/department head level
- Minimum 15+ years of relevant industry skills with relevant experience in areas of training, development
- Experience with International luxury brands
- Experience managing top tier VIP guests
- International experience
- Multiple property/integrated resort style property
- Ability to successfully operate large-scale high-pressure environment with sudden change in business levels
- Fluent in English and other regional languages would be highly regarded
- Strong leadership competencies
- Strong financial acumen
- Excellent time management, organizational, communication and motivational skills
- Ability to drive consistent excellence in repetitive process driven tasks
Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company. Advertised: 11 Apr 2023 Singapore Standard Time
Applications close:
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Job Detail
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Job IdJD1311781
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMarina Bay, Singapore
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EducationNot mentioned