The director of Quality will be a best-in-class leader
with responsibility for overseeing the field operations for the Quality
department for IHG’s Portfolio of Brands throughout the Americas.
This leader will work closely with the Head of Quality to develop, deploy,
and measure effective policies and programs that drive compliance, guest love
and overall perception of each of IHG’s brands. This position works closely
with key partners and stakeholders across PIP, F&B, technology, operations,
development, and brand standards to improve operating performance while
strengthening the overall health of the brand (from a guest experience view)
while focusing on the goal of successfully delivering against key performance
metrics, including but not limited to increasing guest
heartbeat.
The director
of Quality will provide direction and leadership for the Quality team
to maximize consistency within the Quality department. Develop and communicate
clear objectives and procedures that provide a united focus to ensure a more
productive, effective, and consistent workforce. Assist in the design
and direction of all activities related to the quality evaluation process
for franchised and company managed hotels. Assist in the design,
implementation, and utilization of the self-audit process for hotels.
Analyze the utilization of information generated by the self-audit system,
and oversee all necessary quality audits to resolve existing or potential brand
compliance violations.
Your day to day
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Monitor
and direct the activities of the Quality field operations to maintain
the integrity of the quality audit process and ensure an exemplary reputation
and continued value within the company. Continually monitor the processes
and recommend changes as appropriate for the development of continuous
improvement and to help drive the Brands competitive edge in the industry. Act
as primary Quality contact for hotel GM’s and owners regarding
quality-evaluation related issues and system-based quality
data. Collaborate
with operational stakeholders on system size goals by providing appropriate
and timely deficiency list (DL) to drive product quality during short term
license extensions. Participate in retention meetings conducted
by development team to provide updated and pertinent Quality related information
shared among key stakeholders for the retention of key
hotels. Communicate
and coordinate quality initiatives with internal partners to drive quality
and share best practices at the hotel level. Direct the compilation,
analysis, and reporting of Guest-Love scores of hotels to continue to assist
and strengthen each brand’s position in
the marketplace. Consult
and participate in classes and assist with meetings to educate hotel owners,
General Managers (GM’s) and management staffs on the importance of product
quality, customer service, and the IHG quality
process. Participate
in Franchise Approval Committee Meetings. Provide input on quality status,
applicants, hotels, and Guest-Love. Provide subject matter expertise
on questions/issues regarding quality regulations, standards, and/or potential
violations of compliance. Communicate audit results to the Franchise Compliance Committee when
a hotel’s score falls below the minimum required. Monitor progress
of hotels in the Unsatisfactory and Termination categories per the Guest-Love
measurement.
Keep the Compliance Committee informed by presenting applicable hotels
for discussion, default, or termination
decisions. Monitor
and assist with coordination of communication to hotel GM’s, owners,
and corporate partners, as it relates to Guest-Love scores and integrity
concerns, The Operators View (TOV) participation, failure and default status,
Aging Quality fees, and Consecutive failures.
style="font-family: Arial, sans-serif;">Plan, organize, control and lead subordinate functions
within established budgetary and headcount plans; establish goals, performance
standards, and operating procedures for assigned functions. Participate
in creation of department staffing and regional capital
budgets. Provide
leadership, guidance to subordinate regional managers on consistency
and delivery of programs throughout the regions. Coach and develop team members;
hire, fire assess, discipline, document performance, recommend salary. Act as
an advisor to subordinate mangers and/or field staff to help meet established
schedules and to resolve technical or operational
issues. Represent
the Company in depositions, court appearances, legal proceedings and other
litigation matters involving product quality issues as required.
Coordinate with Legal Department and provide program information and pertinent
franchise data as needed.
style="font-family: Arial, sans-serif;">What we need from you
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Bachelor's
or Master's Degree in Business or a relevant field of work, or an equivalent
combination of education and work-related experience. Certified Hotel
Administrator designation preferred.
style="font-family: Arial, sans-serif;">10+ years progressive work related experience, as well as 5
to 7 years managing teams and/or significant complex projects in quality
standards and auditing, customer service, or related field in a hotel or similar
service industry.8-10 years
of on-property experience (as GM, or other multi-unit hotel management)
preferredDemonstrated
project management experience in organizing, planning and executing large-scale
projects from conception through implementation.
style="font-family: Arial, sans-serif;">Demonstrated experience in leading and developing
people.Demonstrated
effective verbal and written communication skills for the purpose of providing
information to clients, vendors, senior management
and staff.Demonstrated
ability to develop and implement consistent quality standards
and regulations.Demonstrated
knowledge of Federal and State regulations regarding quality
standardsDemonstrated
understanding of quality-based computer systems.
style="font-family: Arial, sans-serif;">Travel – up
to 20%
style="font-size: 10pt; line-height: 107%;">Location – Atlanta,
GA area: Our hybrid work structure is an expectation of three (3) days a week
in office. This expectation may be adjusted to evolve with the changing needs
of the business.
The
salary range for this role is $130,000.00 to $143,000.00.
This role is also eligible for bonus pay (as applicable). We offer
a comprehensive package of benefits including paid time off,
medical/dental/vision insurance, 401K, and other benefits
to employees.
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