В группу компаний сферы гостеприимства в аэропортах Plaza Premium Group требуется Associate Director of Excellence (Customer Experience & Quality Assurance).
About the Company
As industry leaders in innovating global airport hospitality you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.
Company were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years company has worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later company now spans four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.
In addition to own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc.
What you'll be doing:
The key areas are defined as follows but not limited to:
- Customer Excellence
- Customer Experience and Journey
- Quality Assurance Management
- Customer Engagement Management
- ISO Management for HQ Lounge Management System ISO 9001: 2015
- Service Level Agreement [SLA] from 3rd Party Partners
- Develop SLA for Plaza Premium Lounges, Hotels and Allways including other products as needed
Product Transformation:
- Works with Product Transformation team on customer journey and experience building
Customer Engagement:
- Lead the Customer Engagement team in terms of guest feedback via emails and calls
- Leads the Customer Engagement team in terms of survey monkey
- Manage and make changes to the Critical Path for new & delisting of business units
- Manage the response management and continuous development of replies
- Escalate any cases or potential cases of liability to Deputy Chief Operating Officer
Managing Quality Assurance Goals:
- Coaches managers on adopting the Total Quality Management leadership style
- Directs property quality efforts to address critical customer requirements
- Facilitates process improvement teams, assuring use of the systematic processes, improvements are achievable as well as measurable
- Executes the necessary decisions to keep properties towards achieving set goals
Leading Quality Assurance:
- Trains Regional & Country teams on problem solving, process improvement & strategic planning
- Develops systems to enable employees to understand guest satisfaction results
- Communicates clear and consistent message on departmental goals to achieve desired results
- Coaches’ regional and country leadership teams on adopting the Total Quality Management leadership style
- Educates regional and country team members on the foundations of the quality processes, how to use quality tools and their role in continuous improvement
- Familiarizes regional and country team members with quality production reports including how to spot trends in work areas and initiate root cause analysis
- Coordinate and execute monthly QA audit meeting with regional and country leadership teams on guest feedback and ensures appropriate corrective action are taken per set timelines
Managing Quality Tools:
- Verifies that management practices at all levels, are aligned with quality tools
- Uses data collection methods to compile, display, track and analyze defect trends
- Demonstrates and communicates key drivers of guest satisfaction to business units
- Analyzes issues and identifies trends
Managing the Guest Experience:
- Reviews guest feedback with leadership team and confirm appropriate corrective action is taken
- Responds to and handles guest problems and complaints where necessary
- Stays visible and interfaces with customers whenever possible to obtain feedback on quality of product, service levels and overall satisfaction
- Creates an atmosphere in all properties that meets or exceeds guest expectations
- Responds to and handles guest problems and complaints
Operations:
- Conduct regular reviews on performance indexes from operations and guest feedback
- Provide on-site operations support, evaluation and troubleshooting for operating entities
- Establish programs that are beneficial to the various brand and action plans as and when required
- Review operational procedures and make recommendations for changes
Quality Standard & Brand Attributes:
- Enforce and continue to evolve the service level agreement standards, operations and training
- Establish and ensure the quality standards and brand standards are in place for all products
- Work with HQ and Regional teams to continuously develop & update quality assurance standards
- Conduct visitations when required. Make recommendations and follow up on actions per set timeline
Others:
- Carry out special projects and ad-hoc task as assigned by the Deputy Chief Operating Officer
About You:
- Six sigma certified, green belt or black belt [desired]
- Strong data analysis skills, measurement and analysis techniques
- Knowledge of statistical process control and quality tools including Project Management principles
- Minimum 10 years’ experience in the various departments of Rooms Division or Food & Beverage
- 5 years in a Quality Assurance role within a high end chain luxury hotel in a Regional or Cluster management capacity
- Strong interpersonal skills with a front of house presence to support the development of guests and staff service resolutions and processes
- Pre-opening experience of a hotel would be a plus
- Demonstrate problem solving skills and ability to handle conflict situations
- Has good command of spoken English and Mandarin. Excellent communication skills with an understanding of cultural change is essential
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