Patina Maldives, Fari Islands

Job Title: Quality Assurance Manager

Department: Executive Office

Reports to: General Manager / Resort Manager

Position Level: Manager (DHB)


Position Overview

The Quality Assurance Manager is responsible for ensuring the improvement of Resort's key indicators and internal process. The individual collaborates and supports all departments on improvement projects, monitoring its progress to ensure timely execution and delivering desired results.


The Role

  • Provides inspirational leadership, clear vision and direction to colleagues to ensure delivery of the Patina brand, values and vision, to create an amazing experience for our guests and colleagues.
  • Communicates expectations, recognises performance, and produces consistent desired business results.
  • Ensures and provides flawless, upscale, professional and high-class guest service experiences as a role model and expertise in operational related matters.
  • Be an exemplary role model in inspiring colleagues through strong demonstration of the Patina Culture and Service Philosophy.
  • Handle complaints and resolve service 'glitches' and keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
  • Analyse and evaluate all guest comments and feedbacks from across all channels (i.e. TripAdvisor, ReviewPro, direct comment cards etc.). Provides findings and strategic direction to continuously improve overall rating.
  • Recommend resort's key drivers to leaders when establishing quality charters through guests and operations feedback.
  • Monitor and analyses service performance scores on a monthly basis, identifies root causes and work with the relevant department heads on suggestions to improve performances.
  • Assists and provides feedback to management through use of data analysis, root cause analysis and action plan formulation.
  • Ensure all colleagues recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
  • Liaise and build networks with internal, external auditors and mystery shoppers to schedule quarterly / yearly audits.
  • Keep track of the resort's competitive standing on popular review platforms (e.g. TripAdvisor) and promote project initiatives to maintain and or enhance property's standing.
  • Implement project initiatives to improve on the resort's operating procedures and standards in accordance in efforts to enhance the company's competitive standing through efficiency of work and service performance.
  • Coordinate with Training Manager on training initiatives to provide continuous improvement of service score performance.
  • Report any issue or damages and breakdowns within working areas and the resort to ensure a defect-free facilities and service amenities provided.
  • Maintain strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support.
  • Empower colleagues to take ownership and responsibility in going beyond to exceed guest expectations. Delegate responsibility and expect accountability and regular feedback.
  • Monitor performances colleagues and provide effective performance feedback for improvements, recognition and performance appraisal as due.
  • Mentor and guide individual colleague's growth and identify short to long-term goals to achieve and ensure high colleague engagement and welfare.
  • Participate in recruitment activities such as interviewing new talents for the departments and succession planning.
  • Take ownership of colleague's growth and be involved in career progression and succession planning of colleagues.
  • Proactively identify training needs of colleagues to ensure enhancement and performance improvement.
  • Maintain an image of professional senior management to all guests, colleagues and the resort.
  • Protect the privacy and security of guests and colleagues.
  • Plan and schedule roster according to business level to optimize resources.
  • Be able to perform all tasks within the department and assist in shift coverage when necessary.
  • Perform other duties or responsibilities that are reasonable as assigned by your immediate manager.

Talent Profile:

  • Diploma/ Bachelor's degree in Hospitality Management / Business Management.
  • 6-10 years' experience with at least three (3) years of experience in a similar position in luxury resort/hotel.
  • Management experiences across functions within resort/hotel is of advantage.
  • Excellent interpersonal skills.
  • Motivator and self-starter, capable of handling multi-faceted projects and of working under pressure.
  • Acute attention to details.
  • Strong technical and people management skills.
  • Understands and respects local cultural, able to adapt to changing environment.
  • Personable and pleasant to deal with.
  • Discreet, reliable, diplomatic.
  • Positive "can do" attitude and flexible approach manages with humility.
  • High degree of integrity. Strong leadership. Nurtures and develops colleagues, encouraging innovation.
  • Effective trainer, able to facilitate at all levels
  • Comprehensive knowledge of business needs, financial reporting and productivity requirements
  • Excellent computing skills (e.g. Microsoft word, data analytics)
  • Excellent command in both written and spoken English.
Patina Maldives, Fari Islands
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