JOB SUMMARY
The position is responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the Quality function and builds support for change.
CANDIDATE PROFILE
Education and Experience
• 2- year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
OR
• 4- year bachelor&039;s degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
CORE WORK ACTIVITIES
Managing Quality Assurance Goals
• Directs property quality efforts to address critical customer requirements.
• Conducts monthly audit to ensure compliance with company and brand standards
• Coaches managers on adopting the Total Quality Management leadership style.
• Assists with regional and/or company- wide implementation of company best practices.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.
Managing Quality Tools
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
• Analyzes issues and identifies trends.
• Uses data collection methods to compile, display, track, and analyze defect trends.
Managing the Guest Experience
• Models service behaviors that meet or exceed guest expectations.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Responds to and handles guest problems and complaints.
