Quality & Training Manager

Role overview

Education and experience

• Option 1: 2-year degree in Business Administration, Hotel and Restaurant Management, or related major, plus 4 years in guest services, front desk, housekeeping, sales and marketing, management operations, or related work.
• Option 2: 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major, plus 2 years in the listed or related professional areas.
• Hotel business experience or knowledge; understanding of quality management practices, data collection, budgets and cost control, and statistical measurement tools.
• Effective presentation skills, detail orientation, and analytical ability.

Desirable experience

• Operations background; rooms or food and beverage experience may be preferred depending on hotel facilities.
• Previous guest relations training and experience with database, word processing, spreadsheet, graphic, and statistical applications are desirable.
• Six Sigma or TQM experience or training is desirable.

Quality assurance

• Attend daily executive committee meetings for hotel performance updates and guest incidents, and monthly department meetings to enhance quality training.
• Share weekly defect-trend and guest-feedback analysis with recommendations; coordinate weekly quality meetings on guestVoice, incidents, and business standard audits.
• Track and communicate quality activity progress; facilitate problem-solving and process-improvement meetings using systematic processes and quality tools.
• Observe hotel operations to understand defects, drive audit and guestVoice initiatives, and conduct monthly brand and company standards audits.
• Direct property quality efforts toward customer requirements, property goals, and measurable improvements.

Training and quality tools

• Partner with Learning & Development to train executives and managers in problem solving, process improvement, and strategic planning.
• Develop service-performance training, reinforce brand values, and verify transfer of learning between hotel and classroom.
• Identify performance gaps and work with managers on appropriate training; partner with HR on associate recognition for quality involvement.
• Ensure quality and continuous-improvement tools are used; collect, compile, display, track, and analyze defect-trend data.

Guest experience

• Review guest feedback with leaders and verify corrective action; incorporate guest satisfaction into department meetings.
• Regularly interact with customers to obtain feedback on product quality, service levels, and overall satisfaction.
• Support operational leaders in handling guest feedback, problems, and complaints across platforms including social media and TripAdvisor.