Quality and Development Manager

Company Description

From its founding in 1978 with a single beachfront resort in Pattaya, Minor International Pcl (‘MINT’) is today one of the largest hospitality and leisure companies in the Asia Pacific region. With over 520 hotels & resorts, 2,389 restaurants and 386 retail trading points of sale, MINT meets the growing needs of consumers in Thailand and in 63 markets across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe and the Americas. Minor International (MINT) is a global company focused on three core businesses: restaurants, hospitality and lifestyle brands distribution. Minor Hotels is a hotel owner, operator and investor with a portfolio of over 75,000 rooms across more than 520 hotels, resorts and serviced suites under the Anantara, AVANI, Oaks, Tivoli, Elewana, NH Collection, NH, nhow, Marriott, Four Seasons, St. Regis, Radisson Blu and Minor International brands. Today, Minor Hotels' hotel and spa portfolio spans across 56 countries in Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe and the Americas. In addition, Minor Hotels also operates mixed-use business including shopping plazas & entertainment, residential properties, and a points-based vacation club. Mnor Food is one of Asia's largest casual dining and quick-service restaurant companies, operating over 2,300 outlets in 24 countries under The Pizza Company, The Coffee Club, Riverside, Thai Express, Benihana, Bonchon, Swensen’s, Sizzler, Dairy Queen and Burger King brands. Minor Lifestyle is one of Thailand's largest distributors of lifestyle brands with over 380 points of sale, focusing primarily on fashion and lifestyle products. Its brands include Anello, BergHOFF, Bodum, Bossini, Charles & Keith, Esprit, Joseph Joseph, Radley, Zwilling J.A. Henckels and Minor Smart Kids. In addition, Minor Lifestyle also operates contract manufacturing business.

Job Description

This is a superb opportunity to join the hotel team of Anantara The Marker Dublin Hotel Hotel Operational Excellence Department as Quality & Development Manager.

Anantara The Marker Dublin Hotel is a Leading Hotel of the World and it is imperative that the candidate has the ability to deliver a high level of service in a confident and professional manner.

The Quality & Development Manager assists hotel management in achieving its quality, brand, and operational excellence goals. This includes reviewing, analyzing, implementing, and improving customer service metrics, as well as ensuring that all colleagues are trained to perform their jobs safely and efficiently. This position is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on business revenues, guest and associate satisfaction, and operational effectiveness and efficiencies.

Key Responsibilities:

Quality Assurance / Operational Excellence

• Support the delivery of the hotel’s Operational Excellence.
• Drive the OE house (medium/long term focus)
• Measure and report on compliance with brand standards, guest satisfaction improvement with actionable insight.
• Champion initiatives to drive improvement in hotel key performance indicators impacting Guest Experiences
• Ensure all team members have a working knowledge of OE and its impact.
• Support department heads/property to drive Quality results (LQA, ReviewPro, Guest feedback)
• Review various property metrics to include business results and guest satisfaction to identify areas where learning is needed.
• Analyze guest data to identify trends and gaps in guest experience delivery.
• Drive the growth of the OE Network and support the development of on-property OE Champions
• Champion best practice sharing between all Anantara hotels. 
• Conduct biweekly OE meetings with HODs and GM.
• Actively report Quality data in all morning briefings 

• Take initiative to ensure OE is part of the daily conversation in every department.
• Share OE metrics updates on a weekly basis with all HODs. 

Learning Strategy and Planning (applicable to Quality, Brand and Operational Service-related contents):

• Identify the training needs and approve with HRM and GM. 
• Work with HRM and GM to create a detailed annual training plan and budget.
• Work with department heads to produce an annual training plan by department.
• Drive brand values, philosophy, and standards in all learning activities.

Learning Management (applicable to Quality, Brand and Operational Service-related contents):

• Prepare monthly Learning/Training Calendar based on the Hotel Learning Plan
• Ensure that the monthly Learning/Training Calendar is posted and published to all Team Members in BOH areas.
• Monitor that Departmental Training Plans are completed and communicated to the team by departmental leaders.
• Coordinate and track all training being carried out in the hotel on an ongoing basis.
• Deliver certain hotel-wide training courses for all employees.
• Support Hotel leaders in planning and executing their own and their Teams’ development by providing advice and guidance on completing individual development plans.
• Work effectively with department heads to ensure team member training and development.
• Develop property specific learning initiatives in a variety of methods (e.g. facilitated training, online, blended, etc.) to address learning needs at the property.
• Administer the Learning platform for the property and provide on-site support and guidance to Team Members and Leaders to access and effectively use learning resources.
• Conduct learning self-audits and implement action plans to meet audit gaps.
• Align current property learning activities to effectively impact key business indicators.

Build Learning Culture (applicable to Quality, Brand and Operational Service-related contents):

• Train and support departmental trainers, and coordinate training delivered by department trainees.
• Lead the Orientation process for all new employees.
• Drive and implement learning initiatives and programs.

Required Knowledge, Skills & Abilities:

• Strong knowledge of hotel operations and quality standards
• Excellent communication and interpersonal skills
• Ability to analyze data and metrics to identify areas for improvement.
• Strong organizational and planning skills
• Ability to develop and implement training programs.
• Knowledge of learning and development best practices
• Ability to work effectively with department heads and other stakeholders.
• Strong leadership and team management skills
• Ability to drive change and continuous improvement.
• Knowledge of compliance and regulatory requirements
• Budget management skills
• Detail-oriented – strict attention to detail and accuracy.
• Strong knowledge and familiarity with Microsoft Office software
• Strong writing and communication skills
• Knowledge of statistical process control and quality tools
• Knowledge of Project Management principles
• Ability to work effectively at department head level to ensure staff are released for training attendance.
• Ability to coach people and take responsibility for developing their performance, giving feedback and guidance.
• Passion about improving customer service, focus on achieving results.

Personal Characteristics:

• Results-oriented individual with a high-energy work ethic who enjoys new challenges and opportunities for personal development.
• Effective team player as well as task group member
• Strong interpersonal skills
• Flexible and adaptable personality to work within a dynamic, high performing group and manage moving project priorities and deadlines.

Education & Experience:

• Graduate Degree
• Six sigma certified, green belt or black belt. (TBC)
• Minimum two years’ experience in Hotel Operational Excellence, learning and training or within the service industry sector.

Qualifications

Education & Experience:

• Graduate Degree
• Six sigma certified, green belt or black belt. (TBC)
• Minimum two years’ experience in Hotel Operational Excellence, learning and training or within the service industry sector.

Additional Information

Personal Characteristics:

• Results-oriented individual with a high-energy work ethic who enjoys new challenges and opportunities for personal development.
• Effective team player as well as task group member
• Strong interpersonal skills
• Flexible and adaptable personality to work within a dynamic, high performing group and manage moving project priorities and deadlines.