Franchised Quality Assurance Manager

Job Number 23140434
Job Category Brand Management
Location Sari Pacific Jakarta Autograph Collection, Jalan MH Thamrin No 6, Jakarta, Jakarta, Indonesia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? Y
Position Type Management
Additional Information: This hotel is owned and operated by an independent franchisee, PT. Sariarthamas Hotel International. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.
Job Summary
Core Responsibilities

• Always display a pleasant manner and positive attitude and to promote a good hotel image to guests and colleagues.
• Promote efficiency, confidence, courtesy, and an extremely high standard of social skills.
• Oversee the quality aspects of entire hotel’s operations, especially regarding subjects that reflects directly to the hotel’s customer.
• Monitoring present and future quality trends, practices, and systems in the hotel industry in order to determine and ensure execution of competitive program as directed.
• Responding to the guests' feedback as assigned by General Manager and liaising with concerned parties for guest recovery whenever needed.
• Proposing the formulation of Standard Operating Procedures related to Quality Improvement and Customer Relations.
• Always adhere to Company and Hotel rules and regulations.
• Any other duties as may reasonably be required by the General Manager.
• Monitoring guests' feedback through any channel or system utilized in the hotel, coordinating the solutions with concerned parties, then sharing the quality initiative.
• Interacts with required stakeholders to gain direct feedback concerning the quality of hotel’s services and products, including but not limited to current and potential clients, owning company representatives, government officials, travel industry representatives, suppliers, competitors and others.
• Overseeing the hotel staff for the Standard Operating Procedures implementation and proposing the required programs to improve the quality performance, in coordination with Human Capital Development Division.
• Monitors applicable laws and regulations, including Health & Safety and ensures compliance.
• Coordinates functions and activities with General Manager and hotel’s Colleagues as appropriate. Establishes and maintains effective internal communications and meetings structures to ensure optimum teamwork and productivity.
• Periodically developing Quality Learning modules, based on the current needs of the company and its business.
• Always demonstrate pride in the workplace and personal appearance when representing the hotel thus identifying a high level of commitment.
• Aiming for highest level of guest satisfactions by providing within Standards Quality Guest Services and Amenities audits to monitor the efficiency execution of the service rendered through Q&A (Question and Answer) tests for all hotel team members.
• Overseeing the operations of Food & Beverage Division and Rooms Division in the absence of the Division Leaders. Provide constructive feedback and solutions on areas of improvement required to improve the service standards based on audits results, daily operational observations and customer feedback.
• Ensure good inter-departmental relations and smooth communication of problem solving in timely manner.
• Collaborating with the concerned parties to bridge the gap between quality requirement and training approaches.
• Analyzing the quality reports and evaluations to prepare the necessary action plans.
• Conducting inspections and ensures physical facilities are kept in optimal condition by full implementations of hotel’s Preventive Maintenance Program, Planning and Management of FF&E as directed by General Manager.

REQUIREMENT
Core Behavioral Skill

• For Indonesian citizen only.
• Contributes to the team with new ideas and projects.
• Encourage creativity and risk-taking.
• Takes appropriate initiatives to solve a problem and finds own solution.
• Listen to team members feedback and resolve any conflict.
• Delivers quick & efficient service.
• Create an inspiring team environment with open communication culture.
• Set deadlines and delivers consistent service even under pressure.
• Shows commitment & dedication to people regardless of rank and condition.

This company is an equal opportunity employer.
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The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.