Khách Sạn Crowne Plaza Đà Nẵng

People

• Lead hotel quality and continuous improvement initiatives across operational departments
• Monitor and follow up on departmental action plans related to guest experience, audit findings, and operational improvement initiatives
• Conduct regular operational follow-up with Department Heads to ensure compliance with hotel standards and operational consistency
• Facilitate quality review discussions and communicate operational improvement priorities with relevant departments
• Maintain professional relationships with internal and external stakeholders
• Coordinate service recovery actions and operational improvement initiatives across departments.

Guest Experience

• Ensure compliance with IHG brand standards, operational audit requirements, and hotel quality standards
• Drive Guest Love and guest experience performance improvement initiatives across the hotel
• Monitor guest feedback platforms, survey systems, and quality performance reports
• Analyze, consolidate, and communicate guest feedback trends, audit findings, and operational observations to management
• Coordinate corrective actions and follow-up plans related to guest concerns, audit gaps, and operational improvement opportunities
• Conduct regular hotel walkthroughs and operational reviews to identify improvement opportunities
• Lead continuous improvement activities related to service excellence, operational consistency, and guest satisfaction performance
• Engage professionally with guests when required to gather feedback and support service recovery efforts

Key Competencies & Knowledge:

• IHG Brand standards and audit requirements
• Guest Love survey systems and reporting platforms
• GEM portal functionality
• Hotel operational standards and service procedures
• Continuous improvement concepts and quality support processes.

Responsible Business

• Coordinate preparation and follow-up activities for internal audits, brand audits, and operational reviews
• Monitor corrective action plans and ensure timely closure of audit findings and operational gaps
• Support compliance monitoring related to:
• IHG brand standards
• Fire Life Safety (FLS)
• Cleanliness & Condition standards
• Responsible Business initiatives
• Green Engage and CSR activities
• Participate in hotel emergency response and safety procedures
• Prepare audit summaries, compliance tracking reports, and operational follow-up documentation for management review
• Perform other ad-hoc duties and special projects assigned by management.

Reporting & Analysis

• Prepare and monitor operational quality reports, audit summaries, and performance tracking documents
• Monitor quality performance indicators, operational improvement progress, and compliance action plans
• Identify operational improvement opportunities and support operational excellence initiatives through analysis of guest feedback, audit results, and performance trends
• Maintain accurate quality documentation and reporting systems related to hotel operational excellence initiatives.

II. Executive Office Support

• Provide administrative and coordination support to the General Manager and Executive Office.
• Coordinate communication, meeting arrangements, and follow-up between the Executive Office and operational departments.
• Manage executive schedules, appointments, and documentation for the General Manager when required.
• Maintain confidentiality and professionalism in all Executive Office communication and activities.
• Prepare guest experience summaries, quality reports, presentations, and meeting materials for the Executive Office when required.
• Support Executive Office administration and coordination activities.
• Coordinate executive schedules, meetings, and follow-up actions.
• Prepare executive reports, presentations, meeting materials, and correspondence.
• Translate letters, documents, reports, and articles when required.
• Maintain organized and confidential filing systems and records.
• Ensure timely distribution of Executive Office communications and operational updates.
• Support administrative documentation, filing, and reporting processes within the Executive Office when required.

• International and professional working environment
• Competitive benefit packages
• Annual Leave up to 14 days per year
• Healthcare Insurance provided by hotel
• Compulsory Insurance by Law
• IHG Benefits and Programs for employee

• Diploma or bachelor’s degree in business administration, Hospitality Management or related field
• Minimum 3 years of experience in executive office support, hospitality operations, quality assurance, or related roles
• Previous experience in an international hotel environment is preferred
• Good understanding of hotel operations, guest experience management, and continuous improvement practices
• Strong communication, organizational, and coordination skills
• Good analytical, problem-solving, and follow-up skills
• Strong attention to detail with the ability to handle confidential information professionally
• Proficient in Microsoft Office applications
• Good English communication and writing skills
• Ability to multitask, prioritize workload, and work effectively in a fast-paced environment.