The position 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. This position champions the Quality function and builds support for change.
CANDIDATE PROFILE
Education and Experience
• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 3 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; 1 year 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.
• Conducts monthly audit to ensure compliance with company and brand standards
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Directs property quality efforts to address critical customer requirements.
• Assists with regional and/or company-wide implementation of company best practices.
• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.
Managing Quality Tools
• Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
• 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.
• Models service behaviors that meet or exceed guest expectations.
This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.
Join Our Team as a Sales Manager – Hilton Anatole, Dallas! The Hilton Anatole in Dallas, TX is seeking an energetic, organized, and team-oriented Entry-Level Sales Manager to join our dynamic Sales Team! In this role, you’ll work alongside a talented group of sales professionals to book group business and drive revenue for one of […]
The Embassy Suites by Hilton South Bend at Notre Dame is perfectly situated in the vibrant Eddy Street Commons, directly across from the University of Notre Dame. South Bend, a lively college town in northern Indiana, blends the energy of a university community with the charm of a midsize city. Residents enjoy a thriving yet […]
Join us at the Accor Global Reservation Centre where you can experience daily growth, meaningful work, and a welcoming culture! For 30 years we’ve been a presence in Moncton, proud to be an employer of choice, renowned for our community contributions and dedication to creating memorable luxury experiences for our guests. Pioneering the art of […]
Company Description We’re seeking a commercially driven and strategic Cluster Director of Revenue to lead revenue management for Pullman Penrith and Mercure Penrith, located within the dynamic Panthers Precinct. This pivotal role will oversee revenue performance across accommodation and MICE segments, working collaboratively with the hotel leadership team to optimise pricing, distribution, and profitability. About the Role As Cluster Director […]
Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, […]
