Job Description

Company Description

HOTEL OVERVIEW

Strategically located in the heart of Singapore\xe2\x80\x99s shopping, dining and entertainment districts and with the City Hall and Esplanade Mass Rapid Transit (MRT) train stations and other major transportation nodes at its doorstep, Fairmont Singapore and Swiss\xc3\xb4tel The Stamford are the gateway to explore Singapore\xe2\x80\x99s landscapes at your convenience. With a total of 2,030 well-appointed guestrooms, both hotels also offer a distinct collection of 12 lifestyle and dining choices including Michelin-starred fine dining restaurant JAAN by Kirk Westaway, cutting-edge meeting space at Raffles City Convention Centre with 34 meeting rooms and one of Asia\xe2\x80\x99s largest spas, Willow Stream Spa.

ABOUT OUR COMPANY

At Fairmont Singapore and Swiss\xc3\xb4tel The Stamford, we design career plans and unveil new professional perspectives through our various development programs. We shine when YOU shine. Come and be part of our dynamic team and experience immerse growth and career opportunities with us.



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:
• On a weekly, monthly and yearly basis
• On a per need basis, depending on issues faced

• Performing gap analysis using LQA mystery shopping standards:
• Organise LQA audits with third parties unknown to hotel
• Train LQA auditors
• Review LQA internal reports with auditors
• 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

• 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

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