Dusit Thani Pattaya

Manager – Total Quality Management

May 14, 2024
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Job Description

RESPONSIBILITIES:
1. Planning & Administration
2. Develops methodologies, frameworks, strategies and plans that support the culture of quality assurance initiatives and ensures this is aligned to customer excellence.
3. Identifies key elements that determine the formulation of a hotel service strategy to support Dusit signature guest experience.
4. Develops QA operational objectives by contributing information and analysis to strategic plans and reviews.
5. Coordinates the on-going use of Performance Management to establish performance targets through agreed KPIs for all managers.
6. Coordinates and Communicates QA activities between departments and functions.
7. Establishes common ground amongst the senior management and all hotel associates to ensure critical milestones are met and communicated accordingly.
8. Leads a hotel’s efforts to maintain continuous product or service quality by implementing process improvement, data analysis and measurement devices.
9. Develops and manages QA budget, monitors its usage in order to make sure that the operation is effectively conducted, cost saving and well integrated.

SERVICE QUALITY
1. Determines and establishes quality standards related to products and services offered by a hotel in line with Dusit Brand Standards.
2. Ensures that all employees received company’s service quality training programmes.

OPERATIONAL STANDARDS & COMPLIANCE
1. Advises the Management of compliance issues and conducts quality related activities such as deviations, complaints, and training.
2. Conduct internal audit on products, processes, places and people.
3. Validates quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.

CUSTOMER SATISFACTION
1. Investigates customer complaints; collaborating with other members of management to develop new product, or improve process, place and training methods.
2. Coordinates with hotel management in Guest Expectations & Satisfaction Analysis (i.e. Market Matrix, EOS, Mystery Shopper Reports, MOD reports) to identify the guest experience and service quality solutions that are in alignment with Dusit’s operational standards.
3. Energizes and challenges staff at various levels to look at service quality and guest experience management from a new perspective to enhance service quality mindset from WITHIN.

LOSS CONTROL
1. Develops QA plans by conducting hazard analyses; identifies critical control points and preventive measures; establishes critical limits, monitoring procedures, and corrective actions.
2. Leads and implements the corporate philosophy with regards to loss control and risk management; ensures consistency with legal and regulatory requirements, corporate financial goals and customer service needs.
3. Stays abreast of any changes to laws and regulations pertaining to loss control and makes recommendations to top management.

SUPPLIER INVOLVEMENT
1. Works with purchasing to establish quality requirements from external suppliers.
2. Provides direction and leadership for compliance with local regulation requirements and provides constructive evaluation of quality related systems for suppliers that provide materials, services and products to the hotel.

OTHERS
1. Acts as a catalyst for change and improvement in performance/quality
2. Updates job knowledge by studying trends in and developments in quality management; maintaining personal networks; participating in professional organizations.
3. Assumes the role of the QA trainer for the Dusit signature guest experience training programmes for line employees.
4. Performs any other related duties as assigned by QA Committee.

Report Line & Communication
• The QA Lead will report to the General Manager and be a Secretary of the QA Committee.
• For part-time QA Lead, he or she will also maintain his/her current reporting line for other full-time duties and responsibilities as per his/her full-time job.
• Works closely with Director of HR, HR Manager, Training Manager and other department heads to implement effective service quality training programmes.
• Works with operational managers and colleagues to identify problems, review procedures, improve efficiency and quality of the service culture and identify appropriate monitoring and auditing systems.

JOB REQUIREMENT
• Preferably 2-3 years of experience in Quality Assurance systems, such as training, risk management, loss control or internal audit.
• Minimum education of Bachelor degree in Business Management or relevant discipline.
• A problem-solver with strong analytical skills and a track record of success in Experience with reviewing and writing SOPs
• Highly creative and organized individual with a magnetic personality to engage and influence a team.
• Must be able to communicate effectively with your colleagues and management regarding compliance standards, policies and procedures.