Quality Manager

Responsible for implementing quality assurance processes that align with the company's mission and brand standards, meet target customer needs, ensure employee satisfaction, and drive continuous improvement at the property level. This position serves as the champion of Quality initiatives, fostering support for change and best practices.

Key Responsibilities

Managing Quality Assurance Goals

• Coach managers in adopting Total Quality Management (TQM) leadership principles.
• Conduct monthly audits to ensure compliance with company and brand standards.
• Make and execute decisions to drive the property toward achievement of quality and operational goals.
• Lead property-wide quality efforts focused on addressing critical customer requirements.
• Assist with the implementation of company-wide and regional best practices.
• Facilitate process improvement teams, ensuring systematic, measurable, and achievable improvements.

Managing Quality Tools

• Align management practices at all levels with quality tools through training in quality sciences.
• Utilize data collection methods to compile, display, track, and analyze defect and quality trends.
• Communicate and demonstrate key drivers of guest satisfaction relevant to the brand's target customer.
• Analyze operational issues to identify trends and opportunities for improvement.

Managing the Guest Experience

• Review guest feedback alongside leadership and ensure corrective actions are promptly taken.
• Handle guest problems and complaints with professionalism and urgency.
• Maintain visibility and engagement with customers to regularly gather feedback on product quality, service levels, and overall satisfaction.
• Model exemplary service behaviors that meet or exceed guest expectations.

Candidate Profile

Education & Experience:

• Option 1: 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major + 3 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related fields.
• Option 2: 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major + 1 year experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related fields.