工作职责： • Ensure quality function is aligned with corporate standard and requirement 确保质量职责与集团的标准和要求一致。 • Communicate the quality issues with other departments 与其他部门交流质量问题。 • Ensure all quality information are documented, summarized and communicated 确保所有质量的信息存档，总结和沟通顺畅。 • Document and communicate all quality information with other departments, including information from CHANCE, SALT, Social Media and Email Surveys, etc. 存储和与其他部门交流所有质量相关的信息，包括来自CHANCE, SALT客人满意度分数，社交媒体反馈，邮件调查等信息。 • Ensure SALT Comprehensive Reports are downloaded and saved timely and accurately 确保下载SALT综合报告并及时准确的保存。 • Write and post Monthly Executive Summary of Individual Guest Satisfaction Scores timely and accurately 及时并准确地记录并招贴月客人满意度分数的分析会总结。 • Write Monthly Top Three Individual Guest Defects and communicate with all department heads in a timely manner 每月记录前3个客人入住瑕疵问题，并及时与所有部门经理交流。 • Conduct quality survey through e－mail, phone call or conversation with hotel guests 通过邮件、电话或与酒店客人交谈的形式执行质量调查。 • Track and analyze key quality drivers and communicate the interpretation to other departments 追踪和分析主要的质量问题，并向其他部门进行解释。 • Update quality board 更新质量信息板。 • Assist all departments to achieve quality goals 协助所有部门达到质量目标 • Provide key departments with quality consultation in departmental strategic planning 在部门策略计划制定中，向主要部门提供质量咨询 • Ensure quality scores and comments are communicated to concerned departments timely through conversation, emails, and presentation 确保通过交谈、邮件和培训的方式，将质量分数和反馈与相关部门及时沟通 • Partner with key departments to identify the gap between current situation and quality goals 与主要部门合作识别当前形式和质量目标之间的差距。 • Partner with key departments to develop and implement quality improvement plan or project 与主要部门合作开发和完成质量提高计划或项目。 • Partner with training department to develop quality training programs 与培训部门合作研发质量培训项目。 • Promote quality awareness and provide experienced guidance through training 推动质量意识，通过培训提供有根据的引导 • Energize operation departments’ reporting of service defects 推动运营部门的服务瑕疵报告作出分析和跟踪。 • Partner with operation departments to achieve their revenue goals through quality initiatives. 通过质量创新，与运营部门合作达到他们的收益目标。 • identify the root cause of wastage and operation process deficiency or defects 识别浪费、运营过程中的不足或瑕疵的根源。 • measure the financial impact caused by wastage and operation process deficiency or defects 衡量由于浪费和运营过程中的不足或瑕疵导致的财务影响。 • Analyze the operation process deficiency or defects 分析运营过程中的不足或瑕疵。 • DEVELOP efficient operation procedures and practices 开发有效的运营程序和操作。 • implement plans to reduce wastage and improve the efficiency of operation process 完成降低浪费、提高运营过程效率的计划。 • Participate in project teams to develop and implement quality strategies and plans. 参与项目小组研发并完成质量策略和计划。 • Develop and implement annual quality strategic plan that is consistent with corporate philosophy and business objectives 研发和完成年度质量策略计划，确保该计划与集团理念和业务目标一致。 • Identify non－conformances and recommend reactive solutions and proactive plans 识别非一致性且推荐积极的解决方案和计划。 • Undertake internal quality audit to ensure that the operation departments follow the required procedures and quality standards 进行内部质量审计，确保运营部门遵循规定的程序和质量标准。 • Completes and accomplishes other tasks and projects assigned by General Manager. 完成由总经理委派的其他工作。 任职资格： • University degree in hospitality management, business administration, or related fields, such as statistics; MBA or Master of Science degree in Management is a plus. 大学学历，酒店管理、企业管理或相关专业，例如：统计；工商管理硕士或理科管理硕士为佳。 • Knowledge in management issues and problem－solving techniques, e.g. statistical quality control, etc. 熟知管理及解决问题的技术，例如，统计质量控制等。 • An understanding of quality principles 理解质量原则。 • Five－year work experience with a minimum of three－year in a hotel operation 5年工作经验，至少3年酒店运营工作经验。 • Preferably in the areas of operational excellence and total guest satisfaction 最好了解部门认证和客人满意度方面的业务。 • Preferably direct experience with six sigma, TQM, or reliability management 最好有TQM或信誉管理方面的直接经验。 • Two or three years’ experience in managing functional personnel or quality improvement teams 管理人员或提高团队质量方面2－3年工作经验。 • Proven leadership skills and ability to promote personal development 被认可的领导力技巧和提高自身素质的能力。 • A team player, as well as a team leader 合格的团队合作者和团队领导 • Ability to liaison effectively with the guidance team and key groups 有效与高管和主要团队沟通的能力 • Strong written and oral communication skills in English & Chinese languages 较强的中英文书写和口头沟通技巧 • Excellent interpersonal skill 出色的人际关系能力 • Excellent analytical and problem－solving skills 出色的数据分析和问题解决能力 • Ability to involve key groups to solve problems 引导主要团队解决问题的能力 • Ability to develop and formulate operating processes and quality strategies to support business objectives 开发、公式化运营程序和质量策略，以便支持业务目标。 • Training and presentation skills 培训和演讲技巧