Quality & Training Manager

About the role

The Quality & Training Manager implements quality assurance processes and verifies that training and development activities are linked to the company's mission, vision, brand standards and customer needs. The role also verifies employee satisfaction and focuses on continuous improvement at the property level, championing the Quality function and building support for change.

Key responsibilities

• Manage quality assurance goals: attend daily executive committee meetings and monthly department meetings, present weekly analysis of defect trends and guest feedback, coordinate weekly quality meetings and drive business standard audits and guest voice initiatives.
• Record, track and communicate quality progress to executives, managers, associates and the corporate office, and facilitate problem-solving and process-improvement teams.
• Train executive committee members and managers with L&D on problem solving, process improvement and strategic planning, and develop training to close performance gaps.
• Verify that management practices align with quality tools and that continuous improvement tools are in place and used.
• Review guest feedback with leadership, incorporate guest satisfaction into departmental meetings, and support operational leaders in handling guest complaints across social media and review platforms.

Required profile

• 2-year degree in Business Administration, Hotel and Restaurant Management or a related major, with 4 years of experience in guest services, front desk, housekeeping, sales and marketing or management operations; or a 4-year degree with 2 years of such experience.
• Experience and/or knowledge of hotel business.
• Ability to teach quality management practices and understand data collection methods.
• Knowledge of budget preparation and cost control, and working knowledge of statistical measurement tools.
• Effective presentation skills, detail orientation and analytical ability.
• Desirable: operations background (rooms or F&B), guest relations training, and experience with databases, word processing, spreadsheets, graphics and statistical software, or Six Sigma / TQM training.