Assistant Director Of Quality & Training

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.

• Effective presentation skills.

• Detail
orientation and analytical

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 Sigma
or TQM

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.).

From legendary palaces and remote retreats to timeless modern classics,
each luxury hotel and resort is a unique and cherished expression of its locale
– a portal to the destination’s cultural charms and treasures. If you
are someone with an appreciation for evocative storytelling, a keen interest
and passion for this destination's heritage, and a desire to deliver genuine,
personalized, and anticipatory hospitality, then we invite you on our journey.
In joining The Luxury Collection, you join a portfolio of brands with Marriott
International. Be where you can do your best work, begin your
purpose, belong to an amazing global team, and become the best
version of you.