Quality Manager
The Address Hotels & Resorts
Total years of experience :18 years, 4 Months
Information Management and Analysis
• Collecting data from relevant reports within the company as well as guest feedback mechanism, analyze and identify key areas for improvement
• Develop an action plan with the concerned areas and ensure implementation
• Present monthly /yearly a comparative analysis of results showing change in performance from one month to another
Continuous process improvement
• Recommend changes in processes to Executive Steering Committee and work in conjunction with the committee to identify and set-up Quality Improvement Teams (QITs)to tackle re-occurring issues
• Monitor progress of QITs ensuring that they transfer knowledge, share best practices and resolve shared problems
• Facilitate the Internal Problem Resolution Process and ensure a seamless follow-up
• Establishing and maintaining a focus on quality by assessing Service Level Agreements (SLA)
• Designing and conducting Quality Trainings and develop tools that will transfer knowledge and improve the skills levels of our associates to take ownership for handling / reducing problems in their specified areas
Lead the Mystery Shopper Programme
• Analyze the results obtained from the Mystery Shopper Programme and make recommendations for improvement and further consideration
• Facilitate the distribution of the Mystery Shopper Programme results across the hotel
Documentation / Process Design
• Implementing in both properties the Quality Management System
• Reviewing all policies & procedure within the company and assure they are up to date
• Develop new documentation/processes/policies whenever required working closely with the departments Involved
• Create awareness of the policies and procedures within the company
• Assuring that all documentation is up to the standards and uniformed across all departments
Goal Setting
• Use performance data to set Key Performance Indicators (KPIs)and departmental targets in liaison with the General manager and Executive Steering Committee
• Benchmark with competition and advise Executive Steering Committee on the latest trends
• Conduct workshops on KPI and objective setting with the Executive Steering Committee
• Monitors KPIs and objectives at regular intervals and provide areas for improvement and recommendations to the Executive Steering Committee
Risk Management
• Responsible for the leadership, innovation and management necessary to identify, evaluate, mitigate, and monitor the company's operational and strategic risk
• Monitors and analyzes risks within the hotel’s departments and reports on these risks to the General Manager
• Chairs and provides key inputs into the company's enterprise risk register and ensures alignment with organizational objectives
Project Management
• Developing and maintaining a detailed project plan in liaison with the General manager and Executive Steering Committee
• Managing project deliverables in line with the project plan
• Recording and managing project issues and escalating where necessary
• Resolving cross-functional issues at project level
• Managing project scope and change control and escalating issues where necessary
• Monitoring project progress and performance
• Providing status reports to the General manager
Facilities Management
• Preventive, predictive and corrective maintenance (e.g. Fire protection systems and lifting, equipment) in liaison with Engineering Director
• Business Continuity Planning (e.g. disaster recovery and emergency procedures) in liaison with Security and Protocol team
• Conduct regular facilities audits to identify asset related concerns
• Waste Management
• Managing OH&S and risks
Quality Awards
• Be an active part of each Award, leading it at property level assuring tasks are properly assigned / delegated and a clear action plan is followed
Key achievements:
Attained 9 over 10 JD Power Customer satisfaction score for the Imperial Club Lounge 2nd quarter (2012)
Attained a 100% Leading Quality Assurance mystery shopper score, 2nd quarter (2012)
Legend of the Quarter nominee, Manager category (2011)
Legend of the Quarter nominee, Manager category (2010)
Atlantis, The Palm Departmental Trainer of the year (2010)
Pre-Opening Front Office operations trainer (2008)
Key responsibilities
Operate the Front Office (Imperial Club Lounge, Reception, Concierge, Lobby, Business Center) to be effective and profitable; overseeing pre-arrival, arrival and post departure experience of premium VVIP customers
Ensure that Legendary Quality Standards, policies and procedures of SOPS are properly understood and followed through among colleagues
Handle all guest complaints and comments relating to the department tactfully
Ensure that the Service Training manual is continuously maintained and effective
Resourcing, team building, strategic team planning to maintain quality procedures
Human resources recruitment, development and training functions; hiring, performance appraisals, counseling, coaching, training, disciplinary actions, etc.
Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff
Maximize room revenue and occupancy by effectively controlling rates and availability (on the day of arrival)
Departmental costs control and analysis, budgeting, forecasting, P&L
Legal responsibilities: ensuring compliance with national and international standards and legislation
Analysis and Reporting:
Collating and analyzing performance data and charts against defined parameters
Assist in compiling annual departmental operating budgets as well as capital expenditure and manpower budgets
Executive and feedback reporting, presentations and business unit strategy input
Perform any other reasonable duties as required by top management
Key achievements
•Appointed to be the HACCAP Chairman The Rainbow Towers Luxury hotel 2008
•Appointed to be the ISO Quality Standard 9001 2000 Management Representative spearheading ISO Certification for The Rainbow Towers Luxury Hotel 2007- 2008
Appointed to be a member of the Board of Trustees for The Rainbow Tourism Group 2007-2008
Member of the Marketing intelligence team The Rainbow Towers hotel 2007
Responsibilities
Front Office Management:
Directing and controlling the activities of Reservations, Guest Activities, and to ensure adherence to hotel standards, policies and procedures.
Supporting and participating in all hotel programs, policies and procedures
Superior Guest Relations to return guests, group contacts, VIPs
Human Resource Management:
Ensuring that qualified personnel are selected, hired and trained, well informed of department objectives and policies; orientation of new employees.
Disciplinary action and provide supportive documentations
Employee development, morale and institute programs to ensure the effectiveness
Executive responsibilities:
Preparing all necessary forecasts; work closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue.
Keep all departments notified of any fluctuations in business levels, special guests, groups, etc.
Continuous improvement initiatives to increase guest satisfaction and revenue while reducing costs
Monitoring and analyzing the payroll for Rooms Division
Hotel emergency or safety supervisory role
Key achievements
Introduced an Upselling program that increased the hotel yield in 2007
Developed new business ventures with the Top suppliers of MICE business in Zimbabwe
Associate of the year and a special commendation by the General Manager 2006
Responsibilities
Make reservations of conference venues, weddings, business forums, board meetings, banquets, cocktails
Carry out sales calls and telesales on current and potential key customers
Develop, implement and monitor a key account management program with the banqueting manager in liaison with the Front office manager and the Food and Beverage manager.
Make periodic presentations to top management on potential and present key accounts
Competitor analysis on a regular basis i.e. site inspection, benchmarking etc.
Conduct desk and field research market analysis and price changes in relation to competitors, clientele type and product appeal
Gather, analyze, compile and prepare reports and statistics to make informed decisions
Targeting focus groups for banqueting, conferencing and breakfast meetings
Develop a good communication system for both internal and external customers
Ensuring that requirements are clearly understood with the service team and the facilities are in accordance with requirements
To adapt to all brand standards, policies and procedures particularly auto control procedures
Taking part in developing and implementing sales and promotional activities, aimed a t boosting revenue for the hotel
Intensify on guest after stay contact hospitality culture through personalized phone calls and mail shots
Contribute to revenue generation process by reporting and elucidating sales variances
Carry out revenue management (yield management) i.e. maximize turnover of department based on occupancy rate and average cover price
Prepare reports, analyze market share, top suppliers, reduced business, lost business, cancellations and guest feedback
Quality management model
A project based professional certificate on designing performance - based training workshops
Modules covered • Financial accounting 1A • Introduction to Tourism and Hospitality • Zimbabwe Tourism Geography • Macro and micro economics • Financial accounting 1B • Food and beverage management • Food and beverage practical • Business research methods • Personnel management • Business communication • Quality management • Principles of tourism marketing • Principles of management • Tourism operations management • Organizational behavior • International hospitality • Sustainable Tourism Management • Management Information System • Business Law 1 • Rooms Division management • Regional Tourism • French 1 theory • French 2 practical (oral) • Strategic management • Internship assessment • Food and beverage management • Food and beverage practical • Business research methods • Personnel management • Business communication • Dissertation • Hotel and institutional management
