IHG Quality & Continuous Improvement Manager, Hotel Indigo Singapore Katong in Singapore City, Singapore


At Hotel Indigo ® ourteam members are full of neighbourhood knowledge; they know where to find thehidden gems worth exploring. That’s the Hotel Indigo way. That’s where you comein. When you’re part of the Hotel Indigo brand you’re more than just a jobtitle.

AtHotel Indigo we look for people who are energetic, approachable and culturedwith a sense of fun; always curious to discover more and share thoughtfulsuggestions with our guests.

Joinus as a Quality and Continuous Improvement Manager in Hotel IndigoSingapore Katong. You’ll have ambition, talent and obviously, some keyskills. Because, for this vital role, we’re looking for someone who can:

  • Work with GM and LeadershipTeam to lead the Continuous Improvement process and culture within the hoteland install a Brand Hearted culture within the team, coaching and training themto understand, interpret and deliver a Brand Hearted culture and in carryingout any other initiatives that are related to the promotion, communication andreinforcement of the InterContinental culture in the hotel.

  • Retrieve, analyse anddisseminate information from IHG’s Quality tools such as Heartbeat, GOTS, inroom comment cards, financial data and other sources of information.

  • Work in conjunction withrelevant teams to identify root-causes of problem areas and opportunities forimprovements of guest satisfaction and then work on suitable solutions thatsupport the embedment of the brand hearted culture for Hotel Indigo &Holiday Inn Express brand. Develop subsequent new or revised processes, leadimplementation to ensure the problem is eliminated and guest satisfactionincreases.

  • Supporting the front line staffand the management team in the implementation, monitoring, tracking, andimprovement of guest-focused aspects of departmental standards and proceduresand guide and advise them on processing of all relevant data for measurement ofeach project and the subsequent follow up required depending on each project

  • Liaise with HR to ensure thatall training for the implementation of processes and the Brand Hearted culturewithin the hotel are carried out in the most effective and timely mannerresulting in consistent delivery of excellent Hotel Indigo and Holiday InnExpress Service Behaviors.

  • Coordinate Quality evaluationexecution including following up on action plans

  • Ensure that all ContinuousImprovement projects and Brand Hearted Initiatives in the hotel are regularlymonitored and maintained, including coordination of relevant meetings

  • Identity future Quality andContinuous improvement projects and brand initiatives.

  • Champion the communication ofQuality and Brand messages through regular channels including the hotel’s monthlystaff Townhall meetings, department heads’ meetings, training workshops, andany other medium required to broadcast and reinforce the messages.

  • Communicate with IHG AsiaPacific Quality and Brand Experience Teams regarding process breakthroughs andensure transference of best practice to the hotel

  • Observing training sessionsfacilitated by departmental trainers and providing constructive feedback toensure the alignment with our Brand Hearted philosophy

  • Carry out other tasks/duties asrequested by the General Manager

  • Follow-up to ensure that theactions required in the Management Action Plan (MAP) are completed on time

  • Demonstrate awareness ofoccupational health and safety policies and procedures and ensure all processesare in adherence to safety legislation

  • Demonstrate Awareness ofOH&S policies and procedures and ensure all procedures are conducted safelyand within OH&S guidelines and ensure your direct reports do the same

  • Be aware of duty of care andadhere to occupational, health and safety legislation, policies and procedures

  • Be familiar with propertysafety, first aid and fire and emergency procedures and enforce these in yourareas

  • Initiate action to correct ahazardous situation and notify supervisors of potential dangers



  • Bachelor’s degree / higher educationqualification / equivalent in Hotel Administration, Business Administration

  • At least 3 years of general management experience in a high-level operationsrole or prior general manager experience, or an equivalent combination ofeducation and experience.

  • Bilingual in Mandarin and English

Inreturn for your hard work, you can look forward to a highly competitive salaryand benefits package, including


Duty Meals


Birthday Off


Medical Benefits


Dental Benefits


Insurance Coverage


25-50^% F&B Discount at restaurants within

IHG Singapore Hotels


Special Employee Rate at all IHG Hotels


ü Room

to Grow Opportunities

What’smore, because your career will be as unique as you are, we’ll give you all thetailored support you need to make a great start, be involved and grow.

Andbecause the Hotel Indigo brand belongs to the IHG ® family of brands,you’ll also benefit from all of the opportunities that come from being part ofa successful, global hospitality company with over 4800 hotels in over 100countries around the world.

Sowhoever you are, whatever you love doing, bring your passion to Hotel Indigoand IHG and we’ll make sure you’ll have room to be yourself. Find out moreabout joining us today by going to careers.ihg.com at http://www.ihg.jobs/



Job: Quality & Guest Experience

Location: Singapore-Singapore City

Requisition ID: SIN002573