Conrad Bali - Quality Manager

Conrad Bali - Quality Manager

Hilton – Conrad Bali

Date posted: 5 days ago – Be among the first 25 applicants.

As Quality Manager, I am responsible for developing, implementing, and maintaining a comprehensive quality management system to ensure that all products, services, and processes meet or exceed customer expectations and regulatory standards. This role involves analyzing quality metrics, overseeing quality control teams, managing audits, and driving continuous improvement initiatives across the organization. I serve as a key leader in promoting a culture of excellence and ensuring operational efficiency.

• Quality Assurance Audit
• Audit of various departments (e.g., occupied rooms, inspected rooms, public areas, F&B service, check‑in, arrival at front gate, Kipsu, CSC verbal communication, reservation communication, laundry delivery, rooming the guest). Ensure alignment with brand and Forbes standards.
• Same‑day and weekly sharing session of audit results with department leaders and L&D Manager.
• Weekly session to review trends of areas of opportunity.
• Weekly session to develop training improvement plans with a focus on challenges observed.
• Ensure SOPs are amended as required.
• Attendance of training sessions to ensure alignment.
• Assist L&D Manager to develop training plans for Forbes TM training; focusing on high‑impact areas.
• Review with Director of Operations (quarterly) the progress made between audit trends, stay‑experience opportunities, training plans, and outcomes.
• Create schedule and conduct walk‑around with HODs/AHODs to monitor condition and cleanliness (1–2 areas per week).
• Identify defects and produce action plans with timelines.
• Communicate any breaks in service standards or defects to the respective department.
• Stay Experience Platform – feedback. Review stay‑experience reviews and investigate any noted guest issues with HODs (daily/weekly). Include preventative measures and mention 2–3 comments (positive and opportunities) in HOD briefing.
• Hold Monthly Stay Experience meeting.
• Review complaints mentioned in platform, audit results, and hiccups to identify trends across all 3 areas.
• Hold HODs accountable to develop action plans that deliver tangible outcomes (SE score).
• Measure training plans against outcomes.
• Brand Standard Compliance. Review changes to brand standards and communicate to HODs/Director of Operations monthly.
• Review and develop a tracked action plan with HODs to prepare for annual Hilton QA.
• List non‑compliance of Brand Standards (non‑service related).
• Review with HODs/DO. Develop action plan with HODs.
• Coordinate with Hilton QA auditor and departments for annual visit.
• Manage the BOSS processes and waiver submissions, ensuring compliance to brand standard items.
• Achieve certification on key areas such as Tri Hita Kirana coordination, HACCP, and sustainability.
• Support TWP Champion in delivering reports and driving actions on monthly and 90‑day plans aligned with Lightstay.
• Support TWP Champion in gathering data and driving strategic plans aligned to Hilton SEA’s regional strategic plan.
• Create TWP calendar (aligned with 90‑day plan) with Marketing; identify key globally recognized dates.
• Coordinate with department leads to action various TWP activities, ensuring inclusion of TM + Guest activities.
• Collaborate with partners where possible.
• Alignment to Light Stay Hotel Social Impacts.
• Develop communication plan for guests to be aware of CB TWP initiatives (assisted by Marketing).
• Develop talking points for TMs to communicate TWP activities to guests.
• Update Light Stay – SOS food donation (monthly).
• Assemble monthly data and distribute following the new template being developed by Marketing.

• Bachelor’s degree in Quality Management.
• Advanced certifications (e.g., Six Sigma, ISO Auditor) are highly desirable.
• Minimum of 5 years of experience in quality management or a similar role, preferably in manufacturing, hospitality, or service industry.
• Strong knowledge of quality management principles and tools.
• Excellent problem‑solving and analytical skills.
• Proficiency in data analysis tools and software.
• Exceptional leadership and team management abilities.
• Strong…