Group Total Quality Manager

Job Overview

The incumbent is responsible for implementing quality assurance processes that meet the group’s mission, core values and service principles and focus on continuous improvement in line with the management expectations.  The incumbent champions the quality function by driving continuous improvement, consistency and service excellence and builds support for change.  

Responsibilities

• Assist in auditing each operation department and ensure that every step of operation processes is being delivered properly and perform detailed inspections to ensure that both services and products adhere closely with the Group’s standards. 
• Conduct quality system compliance audit, process analysis and risk assessment in operations regularly to ensure adherence to health and safety SOPs as well as legal obligations and solve the problems effectively.
• Provide statistical analysis of trend data and insight from Nina’s performance management tool – ReviewPro, TripAdvisor, consumer review websites, service audits, mystery shoppers and glitch reports. Work with the operational leaders to enhance the delightful guest experience, drive for service quality and consistency.
• Identify guest expectations and performance gaps through analysis of guest satisfaction results and communicate throughout the hotel. Partner with the leadership team to review guest feedback and ensure corrective action and response, according to departmental SOP.
• Prepare reports by collecting data on inspections or other aspects such as the flow of operation or production process, environmental hygiene, food safety, packing and delivery logistics which are analyzed in detail.
• Conduct evaluation/re-engineering of their operations with objective of achieving better superior performance, guest satisfaction and better financial results.
• Collaborate with management and operation teams to provide support on service quality related matters, including training, employee engagement and team building.
• Set quality-related goals to drive performance and be up-to-date with the group’s directions and the market trend.
• Develop and update the Group’s SOPs, Policies and Procedures as well as preventive measures related to quality management.

Qualification & Experience

• Degree holder in related disciplines and with relevant certification of quality assurance such as ISO or HACCP.
• At least 10 years of proven experience in total quality management preferably in hospitality industry.
• Experience in ISO 9001, ISO 45001 and food factory or central kitchen is an advantage.
• Posses with the qualities of critical thinking, attention to details, ability to breakdown processes for analysis.
• Excellent working knowledge of data analysis/statistical methods.
• Proficient language skills including English and Chinese.
• Proficient in MS Office.

Personal Qualities Requires

• With a detailed analytical mind
• An effective problem solver and strong leader with clear direction and result-driven approach
• Excellent communication and interpersonal skills
• Passionate, service-oriented and good team player
• Aligned with the group’s Core Values: Generous, Heartfelt, Vibrant, Authentic and Innovative.

Personal Data Privacy

We are committed to protecting the privacy, confidentiality and security of the personal data that we hold by complying with the requirements of Personal Data Privacy Ordinance with respect to the management of personal data. Your personal data collected and kept by us, recorded and stored in electronic and paper format, will be used for the purpose of the recruitment purposes and it will be stored for the time period necessary for the purpose for which it was collected.

The provision of your personal data is voluntary, but any refusal to provide such data shall carry with it the impossibility to process the information. It will not be disclosed to any third parties for other unrelated purposes without your prior consent. You have the right to request for accessing and correcting your personal data held by us by contacting Group Human Resources Department directly at 3700 8605.

We are an equal opportunity employer who welcomes application from all qualified candidates. The information provided will be treated in strict confidence and used only for recruitment purposes. Candidates may be given consideration for other posts within Nina Hospitality Group and will be informed in due course. Applicants who do not hear from us within four weeks from the date of application may consider their application unsuccessful.