Multi - Property Assistant Director Of Quality & Training
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Key skills for this role
About the Role
The Luxury Collection seeks an Assistant Director of Quality & Training to communicate Total Quality Management through advising, coaching, and training. The role involves developing quality assurance strategies, managing quality goals, leading the QA team, and ensuring guest satisfaction.
Key Skills for This Role
Responsibilities
- Coach managers on adopting the Total Quality Management leadership style
- Make and execute necessary decisions to keep property moving forward toward achievement of goals
- Direct property quality efforts to address critical customer requirements
- Facilitate process improvement teams, assuring use of systematic processes and measurable improvement
- Train team members and managers on problem solving, process improvement and strategic planning techniques
- Develop systems to enable employees to understand guest satisfaction results
- Communicate clear and consistent message regarding departmental goals
- Educate new employees on foundations of quality processes and their role in continuous improvement
- Ensure management practices at all levels are aligned with quality tools
- Review guest feedback with leadership team and ensure appropriate corrective action
- Respond to and handle guest problems and complaints
- Conduct annual performance appraisal with direct reports according to Standard Operating Procedures
Requirements
- 2 year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major with 4 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area
- OR 4 year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major with 2 years experience in the same areas
Full Job Posting
Job Summary
- Responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating. Works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies. Ensures quality processes meet company’s mission and brand
Candidate Profile Education and Experience
- 2 year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
- OR 4 year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the same areas.
Core Work Activities Managing Quality Assurance Goals
- Coaches managers on adopting the Total Quality Management leadership style.
- Makes and executes necessary decisions to keep property moving forward toward achievement of goals.
- Directs property quality efforts to address critical customer requirements.
- Facilitates process improvement teams, assuring use of systematic processes and measurable improvement.
Leading Quality Assurance Team
- Trains team members and managers on problem solving, process improvement and strategic planning techniques.
- Develops systems to enable employees to understand guest satisfaction results.
- Communicates a clear and consistent message regarding departmental goals.
- Coaches managers on adopting the Total Quality Management leadership style.
- Educates new employees on foundations of quality processes and their role in continuous improvement.
- Familiarizes employees with daily quality production reports and how to spot trends and initiate root cause analysis.
Managing Quality Tools
- Ensures management practices at all levels are aligned with quality tools.
- Uses data collection methods to compile, display, track, and analyze defect trends.
- Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
- Analyzes issues and identifies trends.
Managing The Guest Experience
- Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
- Responds to and handles guest problems and complaints.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Creates an atmosphere in all properties that meets or exceeds guest expectations.
Managing and Conducting Human Resources Activities
- Facilitates development of creative solutions to overcome obstacles and ensures implementation to improve guest satisfaction.
- Ensures employees are treated fairly and equitably.
- Ensures regular, ongoing communication in quality assurance.
- Fosters employee commitment to excellent service, participates in daily stand up meetings and models desired service behaviors.
- Incorporates guest satisfaction as a component of staff/operations meetings.
- Sets goals and expectations for direct reports using performance review process and holds staff accountable.
- Solicits employee feedback, utilizes open door policy and reviews employee satisfaction results.
- Ensures property policies are administered fairly and consistently.
- Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
- Champions change, ensures brand and regional business initiatives are implemented.
About The Luxury Collection
- Part of Marriott International, with over 120 properties in more than 35 countries.
- Offers authentic experiences that evoke lasting, treasured memories.
- Committed to being an equal opportunity employer and fostering an inclusive environment.
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