Job Objective
To ensure the continuous improvement of QSCH (Quality, Service, Cleanliness, and Hospitality) standards embedded in the company's core business, maintaining a competitive edge in delivering high-quality products and services that create a WOW guest experience through systems enhancement and program development.
Key Responsibilities
1. Systems Development
- Monitor the effectiveness and capability of QSCH programs and procedures.
- Assist the QSCH Manager in preparing reports and analyzing significant QSCH data to support management decision-making.
- Act promptly on key findings and critical issues identified through QSCH Evaluation Audits.
- Apply the Quick Resolution procedure and follow up with concerned departments to ensure completion of corrective actions.
- Assist in ensuring that Back-of-House processes consistently produce quality products.
- Conduct equipment testing and troubleshooting for new and renovated stores prior to opening.
2. QSCH and Restaurant Management Program Implementation
- Conduct QSCH audits to reinforce compliance with established procedures and identify best practices or processes requiring improvement.
- Coordinate with the Systems Department in replicating best practices and addressing misaligned processes.
- Provide critical findings from QSCH Evaluation Audits and Mystery Guest Ratings to the QSCH Manager.
- Assist in conducting QSCH Summons for bottom-rated stores and reinforce compliance with QSCH standards.
- Identify root causes of non-conformance and facilitate problem-solving sessions with concerned stores.
- Assist stores in developing action plans to prevent recurring issues.
- Support rewards and recognition programs and major QSCH events, including program conceptualization, budgeting, resource mobilization, project team leadership, and feedback gathering.
3. Standards Development
- Develop corrective actions for recurring issues, including internal guest complaints.
- Recommend preventive actions to minimize potential problems.
- Assist the QSCH Manager in improving internal processes and facilitating complaint resolution without the need for legal intervention.
- Assist in training and certification of personnel involved in implementing and monitoring QSCH policies, in coordination with the Training Department.
- Facilitate calibration with Store Operations to ensure consistent understanding and implementation of QSCH standards.
- Conduct consultations and communicate audit findings within the required timeline.
