Sr Manager - Service Quality Excellence

Position Summary

Partner with operations to implement ever improving service management practices and oversee a process improvement cycle that analyzes customer data, identifies key issues and root causes, and makes structural changes. 

Primary Responsibility

• Partner with operations to translate Asian Heart attributes into front line operational standards and guidelines.
• Use customer feedback together with operational assessments to enhance customer journey maps to ensure touchpoint standards reflect both best practices and are relevant to the guest.
• Stay abreast of, and provide insights and expertise on, service industry best practices and standards. 
• Review, revise operational standards based on guest expectations – industry best practices.
• Assist in the development of Service Quality Management assessment criteria outlining the operational practices necessary to delivery world-class service.
• Participate in Service Quality Management Assessment sessions with Ops management teams resulting in increased quality awareness, higher expectations and action plans for organizational improvements. 
• Oversee Service Excellence Plan process improvement cycle for operations to address root causes of customer experience issues and implement service excellence action plans and initiatives.
• Review data and feedback from customer listening posts to identify improvement opportunities.
• Monitor and report on status of service excellence plans.
• Leads cross-functional process improvement teams to address customer satisfaction issues. 
• Train, coach leaders in customer satisfaction analysis and planning approaches. 
• Enable change management and continuous improvement in frontline operations. 
• Develop and present service quality training programs.
• Lead Service Quality Assurance Operations Support Team staff (“Auditors”) ensuring adherence to performance management processes.
• Coordinate monthly operations divisional quality review meetings, including compilation and presentation of key customer experience performance metrics, updates on service issues and initiatives, best practice sharing, and next step action recommendations.  

Requirements

• 5+ years experience in hospitality/gaming operations or quality roles.
• Skill and experience with customer satisfaction measurement processes. 
• Experience working with performance standards and audit systems (e.g., Forbes, National Quality Awards, Hotel Brand Standard Audit Programs)
• Experience in delivery of training programs.
• Ability to analyze data, identify trends for areas of opportunity
• Ability to work in a collaborative team environment; tolerance for change and a fast-paced work environment.
• Strong written and verbal communication skills.
• Strong interpersonal relationship skills and the ability to work and communicate with individuals at all levels.
• Strong organizational and administrative skills; excellent personal organization and self-discipline skills.
• Exceptional skill with PC-based applications, e.g. Word, Excel, PowerPoint and Outlook.
• Ability to work independently within project deadlines and manage multiple demands.