Quality Manager
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Key skills for this role
About the Role
W Hotels is seeking a Quality Manager to implement quality assurance processes, verify training and development activities align with brand standards, and drive continuous improvement.
Key Skills for This Role
Responsibilities
- Attend daily executive committee meetings to give real time updates on hotel performance and address guest incidences
- Present and share weekly analysis on defect trends and guest feedback, providing recommendations on focus areas
- Coordinate a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits
- Record, track, and communicate progress of quality related activities to executive committee, managers, associates, and corporate office
- Facilitate problem solving meetings to ensure systematic process and quality tools are used
- Facilitate process improvement teams, verifying use of systematic processes and measurable improvement
- Immerse in operations to understand issues/defects faced on the ground
- Drive initiatives for business standard audits and guestVoice
- Conduct monthly audit to verify compliance with company and brand standards
- Partner with Learning & Development to train executive committee and managers on problem solving and process improvement
- Develop specific training to improve service performance
- Review guest feedback with leadership team and verify corrective action is taken
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
- Experience and/or knowledge of hotel business
- Ability to understand quality management practices and teach to others
- Ability to understand data collection methods
- Knowledge of budget preparation and cost control
- Working knowledge of statistical measurement tools
- Effective presentation skills
- Detail orientation and analytical
Full Job Posting
Job Summary
- Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs.
- Verifies employee satisfaction and focuses 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; 4 years experience in the 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 guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
- Essential Experience: Experience and/or knowledge of hotel business; Ability to understand quality management practices and teaches to others; Ability to understand data collection methods; Knowledge of budget preparation and the control of costs; Working knowledge of statistical measurement tools;
- Desirable Experience: Operations background – depending on hotel facilities, a rooms or f&b background may be preferred; Previous training in guest relations; Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications; Experience/trained in Six Si
Core Work Activities Managing Quality Assurance Goals
- Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.
- Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.
- Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.
- Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.
- Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.
- Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.
- Immerses in operations to better understand issues/defects faced on the ground.
- Drives several initiatives for business standard audits and guestvoice.
- Conducts monthly audit to verify compliance with company and brand standards.
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Directs property quality efforts to address critical customer requirements.
- Completes other reasonable duties as requested by leadership.
Executing Quality Training Programs
- Partners with Learning & Development (L&D) to train executive committee members and managers on problem solving, process improvement, and strategic planning techniques.
- Develops specific training designed to improve service performance.
- Drives brand values and philosophy in all training and development activities.
- Partners with L&D team to verify transfer of learning in the hotel/classroom takes place.
- Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
- Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.
Managing Quality Tools
- Verifies that management practices at all levels are aligned with quality tools.
- Verifies the tools for continuous improvements are in place and being utilized.
- Uses data collection methods to identify, compile, display, track, and analyze defect trends.
Managing The Guest Experience
- Reviews guest feedback with leadership team and verifies appropriate corrective action is taken.
- Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
- Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).
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