Assistant Manager - Operational & Brand Excellence (Global)

Job Purpose:

To protect and strengthen brand integrity and consistency across the global portfolio by managing operational audits, overseeing reputation management systems, and supporting global quality initiatives.

Key Result Area:

Process Oversight:

• Monitor and follow up with regional teams regarding the self-assessment compliance, action plan reviews, and continuous improvement efforts. (Online Reputation Management/ Mystery Shopper/ Internal Brand Audit)

• Act as the central coordination point for internal and regional stakeholders, ensuring and facilitating structured monthly Brand Assurance and Quality meetings.

Brand Assurance Audit (BAA)

• Own the end-to-end Brand Assurance Audit (BAA) process, including global scheduling, coordination with Quality Assessors (LEAFERs), Brand Ambassadors (Corps), and properties, as well as consolidating global findings to track progress and improvements.

• Act as Brand Ambassador to assess the hotel as needed, and assist with Quality Assessor guidance for effective Internal Brand Audit outcome

Operational Compliance & Brand Support

• Assessor Management: Manage the Quality Assessors certification program, including onboarding, logistics, and resource maintenance.

• Pre-Opening Support: Monitor pre-opening brand training compliance and audit scoring by POTF and BHQ to ensure readiness.

• Regional Collaboration: Collaborate with Regional Learning & Quality teams to monitor compliance, review action plans, and track Quality KPIs and self-assessment audits.

• Complaint Resolution: Support, follow up on, and close Regional Complaints escalated to Corporate.

Administration & Data Management

• Archiving: Manage the storage and digital archiving of branded materials (collaterals, mock-ups, etc.).

• Departmental Admin: Support Brand Management (BM) with administrative tasks, including purchasing, quotations, invoicing, travel requests, and reimbursements.
• Inter-departmental Liaison: Act as the primary contact point for administrative requests from other departments.

General:

1.Manage Audit Scheduling: Manage Brand Assurance Audit (BAA) scheduling and coordinate effectively with LEAFERs, Quality Assessors, Brand Ambassadors, and property teams as required.
2.Asset Management: Manage the storage, archiving, and data collection of branded materials, including collaterals and mock-ups.
3.Certification Coordination: Coordinate and monitor the Quality Assessor certification process, including onboarding, logistics, and resource coordination.
4.Pre-Opening Monitoring: Monitor pre-opening performance, specifically tracking brand training compliance with concerned stakeholders and audit scoring by POTF and BHQ.
5.Complaint Resolution: Manage regional complaints escalated to Corporate by providing support, following up on actions, and ensuring case closure.
6.Meeting Facilitation: Organize and facilitate the Monthly Regional Brand Assurance and Quality Meeting.
7.Compliance Tracking: Monitor global compliance by tracking action plans, Quality KPIs, and self-assessment audits in collaboration with Regional Learning & Quality teams.
8.Audit Execution: Conduct Brand Assurance Audits (BAA) for assigned hotels.
9.Administrative Support: Provide administrative support to the Brand Management team, handling purchasing, quotations, invoicing, and travel reimbursements.
10.Inter-Departmental Liaison: Act as the primary point of contact for administrative requests from other departments

Performance Evaluation Indicators:

• Global Quality Performance Index (KPIs).
• Global Mystery Shopper Results.
• Global Brand Assurance Audit Performance.
• Successful implementation of the Brand Assurance Framework.
• Successful launch and maintenance of Quality Assessor Certification resources.