The incumbent will report directly to the CEO and will be a member of the management team responsible for planning, organizing, directing, evaluating, and providing efficient operations while supporting the mission and vision of the quality management system. S/he will lead a team of quality management and customer relations to oversee the Company’s quality management systems worldwide.

Responsibilities:

• Work closely with internal departments to develop, facilitate and implement quality management initiatives including but not limited to those of ISO 9001, ISO 10002, ISO 14000, ISO 22000, ISO 30001, and ISO 45001/OHSAS 18001
• Ensure all Standard Operating Procedures (SOPs), ISO manuals, Work Instructions (WIs) and ISO / internal forms are up-to-date and in compliance to legal and statutory requirements
• Provide guidance and support to facilitate the full implementation of quality management systems in the daily operation of all service outlets
• Lead the Change Committee / Change Advisory Board (CAB) to decide whether a change request should be implemented based on feasibility and cost analysis submitted by project managers; plan, implement and review the change together with project owner
• Supervisor internal and external onsite inspections and audit programme, monitoring progress on a continual basis, prepare observation reports to ensure the Company standards are being adhered
• Lead Guest Relations team to deal with difficult guest-related situations i.e. claims, lawsuits with other teams
• Review and evaluate service quality as per ISO requirements by analysing guest comments and quality failures; identify areas for improvement and drive corrective action plans with the operations team or relevant departments
• Take lead in the ISO transition plan for ISO 9001:2008 to ISO 9001:2015
• ŸLead the integration of Multiple Management Systems (MSSs) into an Integrated Management System (IMS) to optimise business efficiency

Requirements:

• ŸBachelor Degree holder in Quality/Compliance/Hospitality/Operations Management, Business Studies or related disciplines
• At least 15 years’ extensive quality/compliance management experience in Hospitality/Hotel/F&B/Catering/Business industry or related business
• Exposure in overseas countries management would be an advantage
• Solid experience in ISO 9001 Quality Management System (QMS) and Integrated Management System (IMS) including but not limited to ISO 10002, ISO 14000, ISO 22000, ISO 30001, and ISO 45001/OHSAS 18001; knowledge of applying six sigma to business process excellence will be andvantage
• Sound knowledge on the use of quality management systems, process and tools
• ŸDynamic, well organized with good presentation and communication skills
• Leadership skills in managing a global team and partnering with overseas counter partners in business process and service quality excellence, and complaints investigations
• Occasional travel is required

Interested parties please send a full resume with date of availability, current and expected salary by clicking "Apply Now".

Personal data provided will be treated in strict confidence and used for recruitment purpose only.

About Plaza Premium Group

Headquartered in Hong Kong, Plaza Premium Group is the pioneer and industry leader in providing Premium Airport Services in over 160 locations of 41 international airports across the world, with a collective goal of ‘enhancing your airport experience’. The Group comprises four core airport services, Airport Lounge, Airport Transit Hotel, Airport Meet & Greet Service, and Airport Dining.

The Group currently employs nearly 5,000 staff and serves over 14 million passengers around the world annually. The Group is dedicated to providing quality services and possesses proprietary knowledge in airport hospitality industry. By continuously surpassing travellers’ expectation, the Group’s network is rapidly growing across major international airports around the world.

Website: www.plazapremiumgroup.com
LinkedIn: https://hk.linkedin.com/company/plaza-premium-lounge-management-limited