Pan Pacific Hanoi

The Quality Control Manager is responsible for establishing and maintaining quality standards for hotel operations, conducting audits and inspections, managing guest feedback, and leading continuous improvement initiatives to ensure service excellence. This role collaborates closely with department heads, Learning & Development, and senior management to enhance guest satisfaction and operational efficiency.

• Professional working environment.
• Attractive remuneration and insurance package.
• Meals and laundry are provided by the hotel.
• Opportunity to join international training and development programs.
• Special food and beverage discount.
• Hotel discounts worldwide at PPHG hotel brands and Global Alliance hotels for employees and their family members.
• Social Insurance contribution as per Vietnam Labor Law and 24/7 Accident Insurance.
• Annual health check-ups, summer vacation, and many outing activities.

• Establish and maintain quality standards for all hotel operations in collaboration with the Management Team.

• Develop and implement procedures, guidelines, and checklists to ensure consistency in service delivery and processes.

• Regularly review and update quality control measures based on guest expectations and industry trends.

Audits and Inspections

• Plan and execute regular internal audits to assess adherence to quality standards and identify areas for improvement.

• Coordinate with department heads to schedule audits, inspections, and evaluations of hotel functions.

• Analyse audit findings and work with department managers to address deficiencies and implement corrective actions.

• Prepare and present regular reports to senior management, outlining quality performance, audit results, and improvement initiatives.

Guest Feedback Management

• Monitor and analyze guest feedback from surveys, online reviews, and direct communication.

• Identify trends in guest feedback and collaborate with relevant teams to implement improvements.

• Develop strategies to enhance guest satisfaction, loyalty, and engagement.

Continuous Improvement

• Lead initiatives to drive continuous improvement across hotel operations and services.

• Facilitate cross-functional teams to implement process improvements, cost-saving measures, and innovative solutions.

• Regularly analyse performance metrics to track progress and the impact of improvement efforts.

• Work closely with the Learning & Development (L&D) to identify staff training needs in quality standards and customer service.

Local Audit and Regulatory Compliance

• Strictly adhere to Vietnamese government requirements, including annual audits, quality checks, certifications, and 5-star hotel qualifications.

• Ensure that all brand standards align with local regulatory compliance, coordinating with departments to meet necessary criteria.

• Manage and oversee the acquisition and renewal of all certifications related to quality, safety, and compliance.

• Follow up with departments to ensure successful completion of local audits and adherence to government regulations.

• Document and report compliance status, addressing any gaps in certification or quality standards as required by local authorities.

• A bachelor's degree in Hotel Management, Business Administration, or a related discipline is required.

• Minimum of 3 years experience in quality control, hotel management, or a similar role within the hospitality industry.

• Demonstrates strong analytical and problem-solving abilities, with experience in guest feedback analysis and driving continuous improvement.

• Exceptional communication and leadership skills.

• Familiarity with hotel insurance policies and risk management is an advantage.

• Proficiency in English is essential; knowledge of a third language is a plus.