Quality & Continuous Improvement Manager (QCI Manager)

Extracting and sharing current and historical data as well as all aspects of the IHG GuestLove System.
Creating, cultivating, and leading the Quality standards, guest experience, and employee engagement strategies.
Driving Luxury Experiences to guests.
Leading in the collation of data from multiple sources such as GuestLove, social reviews, guest comment cards, direct feedback, and other sources of information.
Developing SOPs through Process Mapping among other tools at the Resort.
Executing the IHG GuestLove process and driving the culture throughout the entire Resort.
Leading and instilling a culture of quality standards compliance, highest delivery of Guest experience, and effective training within the Resort.
Directing and leading the Quality and Continuous Improvement process and culture within the Resort.
Driving awareness on the competition with regards to Luxury guest experience both locally, regionally, and nationally across Resorts within and out of IHG.
Driving and executing the monthly GuestLove meetings with effective action plans and improvements to be implemented as per deadline, overall results are measured and achieved.
Being fully conversant on the Resort Guest Service Centre operations and working with the Director of Operations to oversee process, policies, and SOPs of the department.
Maintaining a high level of product and service knowledge and ensuring all employees meet the InterContinental Brand expectations.
Driving and executing the monthly meetings with effective action plans and improvements to be implemented as per deadline, overall results are measured and achieved.
Fully managing the Guest Service Center of InterContinental Halong Bay Resort.
Supporting the Director of Operations to provide guidance to the Guest Service Centre.
Frequently attending Operational briefings on Quality and Continuous Improvement and results achieved to instill within the employee culture of IHG’s vision and company direction and strategies
Implementing procedures which enhance the guest experience.
Analyzing this data and disseminating and working with relevant HODs to propose action plans to mitigate identified issues and propose improvements for them.
The QCI Manager is responsible for leading the Quality and Continuous Improvement process and culture within the resort.
Leading operation support to continually review and guide renovation to SOPs.

Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration
Minimum 3 years of general management experience in a high- level operations role, or an equivalent combination of education and experience.
Other languages preferred
Must speak fluent English

Enjoys IHG&039;s special offer for internal employee./ Hưởng các ưu đãi đặc biệt của IHG dành cho nhân viên nội bộ.
Accident Insurance (24/7) & Bao Viet Healthy Insurance enjoyment as per IHG policy./ Bảo hiểm tai nạn 24/7 và bảo hiểm sức khỏe Bảo Việt theo chính sách của IHG.
Monthly Service charge./ Phí dịch vụ theo tình hình doanh thu hàng tháng.
Birthday gifts and Internal Service Discount in accordance to IHG and resort&039;s policy./ Quà sinh nhật và ưu đãi dịch vụ nội bộ theo chính sách của IHG và khu nghỉ dưỡng.
100 % salary and immediate Social Insurance enjoyment during probationary period./ Hưởng 100% lương & tham gia BHXH ngay trong thời gian thử việc.
Competitive salary / Mức lương hấp dẫn
13th month salary/ Chế độ thưởng thường niên (lương tháng 13)
At least 14 annual leave days/year./ Tối thiểu 14 ngày phép/năm

Cập nhật gần nhất lúc: 2025-10-18 12:20:03