Quality & Continuous Improvement (QCI) Manager

OVERVIEW OF POSITION

• The QCI Manager is responsible for leading the Quality & Continuous Improvement strategies across all Clubs. This role ensures consistent delivery of premium guest experiences, operational excellence, service standards, and quality compliance throughout the organization.
• The QCI Manager will work closely with the CEO, General Manager and functional leaders to develop and implement enterprise-wide quality frameworks, monitors operational performance, analyzes guest experience data, and drives continuous improvement initiatives that enhance service quality, operational efficiency, colleague engagement, and business performance.
• The role acts as the organization's champion for quality excellence by embedding a culture of continuous improvement, accountability, innovation, and guest-centric service across all Clubs.

KEY DUTIES AND RESPONSIBILITIES

Duties may include but not limited to

• Champion a culture of quality, continuous improvement, and operational excellence across all Clubs.
• Lead the implementation and governance of enterprise-wide quality standards, service excellence initiatives, and continuous improvement programs.
• Analyze operational performance, guest feedback, quality audits, and business metrics to identify trends, risks, and opportunities for improvement.
• Partner with functional leaders to develop, implement, and monitor corrective action plans that drive measurable business outcomes.
• Standardize operational processes and best practices across all Clubs to ensure consistency in guest experience and service delivery.
• Facilitate cross-functional continuous improvement projects, monitoring progress and evaluating the effectiveness of implemented solutions.
• Develop quality performance dashboards and present regular reports, insights, and recommendations to the CEO and senior leadership team.
• Collaborate with the Learning & Development (L&D) Manager to embed quality standards, service excellence, and continuous improvement principles into training and leadership development programs.
• Coach and influence operational leaders to build accountability, foster innovation, and sustain a culture of continuous improvement.
• Ensure compliance with company policies, operational standards, regulatory requirements, and Occupational Health & Safety (OH&S) guidelines.
• Perform any other duties or special projects as assigned by the CEO/ GM or Management Board
• KEY FUNCTIONSQuality Strategy & Governance
• Develop and execute the Quality & Continuous Improvement strategies aligned with the company's business objectives.
• Establish and continuously improve quality management frameworks, operational standards, service standards, policies, and best practices across all Clubs.
• Ensure consistency in guest experience and operational execution across multiple locations.
• Develop governance processes to monitor quality performance, compliance, and continuous improvement initiatives.
• Continuous Improvement
• Lead enterprise-wide continuous improvement initiatives across all Clubs.
• Identify operational improvement opportunities through quality audits, guest feedback, operational KPIs, and business performance analysis.
• Conduct root cause analysis and partner with Club leadership to implement sustainable corrective and preventive actions.
• Drive process optimization, service innovation, and operational efficiency projects.
• Monitor implementation progress and evaluate project effectiveness through measurable business outcomes.
• Guest Experience Excellence
• Lead the Guest Experience strategies to deliver exceptional and consistent service across all Clubs.
• Analyze guest satisfaction surveys, online reviews, complaints, loyalty feedback, and operational data to identify trends and improvement opportunities.
• Develop action plans with Club leadership teams to improve guest satisfaction and service consistency.
• Oversee guest recovery processes and ensure timely resolution of guest concerns.
• Quality Assurance & Performance Management
• Develop and monitor Quality KPIs and performance dashboards.
• Conduct regular quality audits across all Clubs to ensure compliance with operational standards, brand expectations and regulatory requirements.
• Benchmark Club performance and identify best practices for organization-wide implementation.
• Prepare executive reports and present quality performance, risks, trends, and recommendations to senior leadership.
• Leadership & Stakeholder Management
• Serve as the Quality & Continuous Improvement subject matter expert for the organization.
• Partner with Department Heads to build a culture of operational excellence and accountability.
• Coach and mentor operational leaders in quality management methodologies and continuous improvement practices.
• Facilitate cross-functional quality committees, improvement workshops, and management review meetings.
• Learning & Organizational Development
• Collaborate with the HR and L&D team to integrate quality standards into onboarding, leadership development, and operational training programs.
• Promote continuous learning through quality awareness campaigns, workshops, and coaching sessions.
• Support departmental trainers to ensure service excellence standards are consistently delivered across all Clubs.
• Compliance, Risk & Responsible Business
• Ensure all Clubs comply with company standards, internal controls, regulatory requirements and operational policies.
• Promote Occupational Health & Safety (OH&S), security, responsible gaming and responsible business practices.
• Monitor Management Action Plans and ensure corrective actions are completed within agreed timelines.
• Maintain strict confidentiality of operational, financial, employee, and guest information.
• Key Performance Indicators (KPIs)
• Guest Satisfaction Index (GSI)
• Guest Complaint Resolution Time
• Online Review Ratings
• Quality Audit Compliance
• Continuous Improvement Project Completion Rate
• Corrective Action Closure Rate
• Cross-Club Quality Consistency Score
• Loyalty Member Recognition Score
• Employee Engagement on Quality Initiatives
• Operational Process Compliance

BENEFITS

• Competitive salary and comprehensive benefits
• Meal allowance
• Foreign language allowance (Korean/Chinese/Japanese/ English) and overtime allowance
• Bonuses/gifts on public holidays
• 13th-month salary and performance-based bonuses
• 2 days off per week, and other paid leave in accordance with the Labor Code
• Full participation in Social Insurance, Health Insurance, and other employee benefits as prescribed by the Labor Code
• 24/7 accident insurance and health insurance for employees
• Periodic health check-ups and annual team-building activities
• Professional uniforms, including laundry and pressing services
• Opportunities to attend advanced professional training courses and enhanced foreign language classes
• Professional, young, and dynamic working environment with many opportunities for promotion and internal transfers

• QUALIFICATIONS INCLUDE THE FOLLOWING:Bachelor's Degree in Hospitality Management, Business Administration, Operations Management, Quality Management or a related field.
• Minimum 7 years' experience in Quality Management, Operational Excellence, Guest Experience, or Operations Leadership within integrated resorts, casinos, luxury hotels, gaming, or premium hospitality environments.
• Minimum 3 years' experience leading multi-property, regional, or cluster-level quality or operational excellence initiatives.
• Demonstrated experience in developing and implementing quality management systems across multiple business units.
• Strong knowledge of continuous improvement is highly desirable.
• Excellent analytical, strategic planning, and project management skills.
• Strong leadership, coaching, influencing, and stakeholder management capabilities.
• Excellent written and verbal communication skills in English; additional languages are advantageous.
• Advanced proficiency in Microsoft Office and data reporting tools (Power BI, Tableau, or equivalent is an advantage).