Quality Assurance Manager
hace 2 días
The Quality Assurance Manager is responsible for implementing quality assurance processes that meet the company's mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.
Key Responsibilities- Manage Quality Assurance Goals: Coach managers on adopting the Total Quality Management leadership style, conduct monthly audits to ensure compliance with company and brand standards, and make decisions to keep the property moving forward toward achievement of goals.
- Direct Property Quality Efforts: Address critical customer requirements, assist with regional and/or company-wide implementation of company best practices, and facilitate process improvement teams to ensure use of systematic processes and improvement is achievable and measurable.
- Manage Quality Tools: Ensure management practices at all levels are aligned with quality tools by providing training in quality sciences, use data collection methods to compile, display, track, and analyze defect trends, and demonstrate and communicate key drivers of guest satisfaction for the brand's target customer.
- Manage the Guest Experience: Review guest feedback with the leadership team, ensure appropriate corrective action is taken, respond to and handle guest problems and complaints, and stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
- Education: 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; or 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major.
- Experience: 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
This company is an equal opportunity employer.
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