Manager, Quality
(14159)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Sparkling in warm Indian Ocean, on a private peninsula wrapped in ribbons of sand, One&Only Le Saint Géran is a vibrant tropical playground where the marvels of Mauritius are revealed in ultimate style. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
About the Role
The Manager, Quality develops and undertakes programs to raise quality levels through improved management processes. He/She will assist employees in the understanding of the basic concept of Total Quality management through training and development on problem solving, root cause analysis, strategic planning, tracking and measurement tools and basic Statistical analysis. The Manager, Quality also ensures the smooth and efficient operations by managing, monitoring and enforcing all Health & Safety related programs.
Key Duties and Responsibilities
- To build and maintain organizational support for the activities of problem-solving teams and quality improvement teams.
- To ensure progress through complete documentation and to attend and facilitate quality efforts.
- To measure the effectiveness of Quality Improvement Teams and other quality-related initiatives by reviewing the results of the Rate Gain, Employee Engagement Survey and other data available.
- To communicate the progress of the Problem Solving and Quality Improvement Teams to the Executive Committee as well as to the rest of the Hotel in a timely manner.
- To implement recognition and reward systems for quality incentives and participants in the Problem solving and Quality Improvement Teams.
- To prepare the annual budget for the TQM efforts of the Hotel.
- To assist in the development of departmental trainers.
- To develop/contribute to the publication quality related materials (Commitment to Quality, newsletters, newsflash).
- To conduct training sessions for all the employees in different levels with the following areas:
- Introduction to the problem solving process
- Advance problem solving technicques and analysis
- Quality coaches training
- Group dynamics
- Cost benefit analysis
- Introduction to quality improvement processes
- Basic statistical analysis
- Business priority measurements/key production processes
- To improve the annual Strategic Planning process through constant evaluation, communication changes and implementing lessons learned.
- To attend Executive Committee Meetings and discuss defects, satisfaction results and any pertinent quality related topics and trends.
- To maintain complete knowledge of current quality levels.
- To ensure that the proper communication in all levels is accomplished.
- To help conduct Line-ups and to review all information pertinent to the day's business.
- To monitor proper grooming of all Hotel employees.
- To tour the hotel daily; to audit employee adherence to Hotel policies and procedures; to assess needs.
- To monitor the employee's interaction with guests and employees and to assist, when needed.
- To prepare for Customer Satisfaction meetings; to convey new materials/information as well as any Quality report analysis.
- To prepare and submit month–end quality reports including summary of GIA indicator report.
- To monitor and champion the quality communication board progress and to update information.
- To assist department managers in tracking/measurement of defects and trends.
- To familiarise the employee with the Guest Incident and internal Defect report so that they can spot trends in their work areas and to initialise root cause analysis.
- To develop Relationships with other quality leaders to market and incorporate new developments in quality.
- To attend seminars and functions given to businesses involved in TQM, Professional associations and the Hotel company.
- To deploy all qualifie –related projects.
- To ensure planning, to gain support, to monitor progress, to implement and to capture any lessons learned.
- To foster and promote a cooperative climate, maximising productivity and employee morale.
- To attend monthly departmental meetings to enhance quality training.
- To benchmark within the company and industry to find out the best practices in order to achieve superior performance.
- To monitor accidents and incident reports to formulate a trend analysis and proactively apply the necessary corrective or preventive measures.
- To monitor local competitor activities to ensure best practice alignment.
- Must be familiar with local and federal Health & Safety and Food Safety regulations.
About You
The ideal candidate should have at least a Bachelor’s Degree in Business Administration/Hotel Management. The candidate should have at least 3 years of experience in the same role in an Ultra-Luxury Resort and must be fluent in written as well as spoken English and French.
Position open for locals only
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
