Director of Quality

JOB SUMMARY

Responsible for communicating the concept of Total Quality Management through
advising, coaching, training, and facilitating. Position works with direct
reports, General Managers, and other staff to develop and implement quality
assurance strategies. The position is responsible for ensuring that quality
processes meet company’s mission and brand standards, target customer needs,
ensure employee satisfaction, and focus on continuous improvement at
the property level. .

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.

CORE WORK ACTIVITIES

Managing
Quality Assurance Goals

• Coaches managers on adopting the Total
Quality Management leadership style.

• Makes and executes the 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 the systematic
processes, and improvement is achievable and measurable.

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 to produce desired results.

• Coaches
managers on adopting the Total Quality Management leadership style.

•
Educates new employees on the foundations of the quality processes, how to use
quality tools and their role in continuous improvement.

• Familiarizes
employees with the daily quality production reports and how to spot trends
in their work areas and initiate root cause analysis.

Managing Quality Tools

• Ensures that 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 the development of creative solutions
to overcome obstacles and ensures implementation to continually improve guest
satisfaction results.

• Ensures employees are treated fairly
and equitably.

• Ensures that regular, ongoing communication is happening
in quality assurance.

• Fosters employee commitment to providing
excellent service, participates in daily stand-up meetings and models desired
service behaviors in all interactions with guests and employees.

•
Incorporates guest satisfaction as a component of staff/operations meetings
with an emphasis on generating innovative ways to continually improve
results.

• Sets goals and expectations for direct reports using
the performance review process and holds staff accountable for successful
performance.

• Solicits employee feedback, utilizes an “open door policy”
and reviews employee satisfaction results to identify and address employee
problems or concerns.

• Ensures property policies are administered fairly
and consistently, disciplinary procedures and documentation are completed
according to Standard and Local Operating Procedures (SOPs and LSOPs)
and supports the Peer Review Process.

• Conducts annual performance
appraisal with direct reports according to Standard Operating Procedures.

• Champions change, ensures brand and regional business initiatives
are implemented and communicates follow-up actions to team as necessary.