Asst. Guest Excellence Manager/ Executive Secretary

• Develops methodologies, frameworks, strategies and plans that support the culture of quality assurance initiatives and ensures this is aligned to customer excellence.
• Identifies key elements that determine the formulation of a hotel service strategy to support Dusit signature guest experience.
• Develops QA operational objectives by contributing information and analysis to strategic plans and reviews.
• Coordinates the on-going use of Performance Management to establish performance targets through agreed KPIs for all managers.
• Coordinates and Communicates QA activities between departments and functions.
• Establishes common ground amongst the senior management and all hotel associates to ensure critical milestones are met and communicated accordingly.
• Leads a hotel’s efforts to maintain continuous product or service quality by implementing process improvement, data analysis and measurement devices.
• Develops and manages QA budget, monitors its usage in order to make sure that the operation is effectively conducted, cost saving and well integrated.
  

• Determines and establishes quality standards related to products and services offered by a hotel in line with Dusit Brand Standards.
• Ensures that all employees received company’s service quality training programmes.
  

• Advises the Management of compliance issues and conducts quality related activities such as deviations, complaints, and training.
• Conduct internal audit on products, processes, places and people.
• Validates quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
  

• Investigates customer complaints; collaborating with other members of management to develop new product, or improve process, place and training methods.
• Coordinates with hotel management in Guest Expectations & Satisfaction Analysis (i.e. Market Matrix, EOS, Mystery Shopper Reports, MOD reports) to identify the guest experience and service quality solutions that are in alignment with Dusit’s operational standards.
• Energizes and challenges staff at various levels to look at service quality and guest experience management from a new perspective to enhance service quality mindset from WITHIN.
  

• Develops QA plans by conducting hazard analyses; identifies critical control points and preventive measures; establishes critical limits, monitoring procedures, and corrective actions.
• Leads and implements the corporate philosophy with regards to loss control and risk management; ensures consistency with legal and regulatory requirements, corporate financial goals and customer service needs.
• Stays abreast of any changes to laws and regulations pertaining to loss control and makes recommendations to top management.
  

• Works with purchasing to establish quality requirements from external suppliers.
• Provides direction and leadership for compliance with local regulation requirements and provides constructive evaluation of quality related systems for suppliers that provide materials, services and products to the hotel.
  

• The QA Lead will report to the General Manager and be a Secretary of the QA Committee.
• For part-time QA Lead, he or she will also maintain his/her current reporting line for other full-time duties and responsibilities as per his/her full-time job.
• Works closely with Director of HR, HR Manager, Training Manager and other department heads to implement effective service quality training programmes.
• Works with operational managers and colleagues to identify problems, review procedures, improve efficiency and quality of the service culture and identify appropriate monitoring and auditing systems.
  

Others

• Acts as a catalyst for change and improvement in performance/quality
• Updates job knowledge by studying trends in and developments in quality management; maintaining personal networks; participating in professional organizations.
• Assumes the role of the QA trainer for the Dusit signature guest experience training programmes for line employees.
• Performs any other related duties as assigned by QA Committee.
• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.
  

Accountabilities

• Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.
  

Company’s Culture

• Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”
  

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
  

• Preferably 2-3 years of experience in Quality Assurance systems, such as training, risk management, loss control or internal audit.
• Minimum education of Bachelor degree in Business Management or relevant discipline.
• A problem-solver with strong analytical skills and a track record of success in Experience with reviewing and writing SOPs
• Highly creative and organized individual with a magnetic personality to engage and influence a team.
• Must be able to communicate effectively with your colleagues and management regarding compliance standards, policies and procedures.