Job Description

What do we expect from you?

Under the general guidance of the Director of Human Resources or any other authorized by the management, assist in ensuring a variety of Training & Quality functions. The position is responsible for implementing quality assurance processes that meet the hotel's mission and brand standards, target customer needs, ensure employee satisfaction, and verifies training and development activities are strategically linked to the company's mission, vision, brand standards, and targets customer needs, and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.

How your day looks like:

• Support day to day process in Learning and assist the Director of People & Culture in implementing hotel strategy, including but not limited to, coaching and counseling, recruitment, engagement, training, on-boarding, benefits and hiring and retaining the best employees
• Drive hotel values and philosophy and ensures all training and development activities are strategically linked to the organization's mission and vision.
• Works with the Executive Committee and leadership team to identify and address employee and organizational development needs.
• Responsible for ensuring effective training is in place to enable the achievement of desired business results.
• Training programs focus on a variety of topics, including product knowledge, company philosophy, customer service and leadership skills.
• Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs.
• Measures the effectiveness of training to ensure a return on investment.

Core Work Activities

Managing Quality Assurance Goals

• Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.
• Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.
• Coordinates a weekly quality meeting focusing on guest Voice, top incidents, and business standard audits.
• Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.
• Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.
• Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.
• Drives several initiatives for business standard audits and guest voice.
• Conducts monthly audit to verify 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.
• Completes other reasonable duties as requested by leadership.

Executing Quality Training Programs

• Coordinates property compliance training programs such as CPR, PAR, Business We Do, Harassment, Fire Safety, Food Handling, OSHA, etc.
• Administers and delivers core training initiatives in compliance with corporate training and development standards. Core training initiatives include Orientation, Leadership Skills, Trainer Certification, Diversity Training, and Management Development Program.
• Develops specific training designed to improve service performance.
• Drives brand values and philosophy in all training and development activities.

Managing the Guest Experience

• Reviews guest feedback with leadership team and verifies appropriate corrective action is taken.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
• Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).

Oversees the Management Development Program.

• Works with leadership team to determine development needs of managers.
• Designs, develops and delivers a supervisory development program to build effective supervisory skills.
• Drives brand values and philosophy in all training and development activities.

Developing Training Program Plans

• Develops and maintains an annual or quarterly training calendar.
• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.

Evaluating Training Program Effectiveness

• Aligns current training and development programs to effectively impact key business indicators.
• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization's mission and vision.
• Measures transfer of learning from training courses to the operation.
• Tracks key business indicators (employee and guest satisfaction, retention and financial results) to determine the effectiveness of current training and development programs.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

How do I deliver this?

• Tell it like it is- Authentic, honest, you mean it, sincere, true.
• Have fun and make friends - fun, energetic, whimsical, upbeat, "wink", casual.
• I've got your back- Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable.
• Play to win - Original, cutting edge, new, "outside the box"; open to new possibilities, different.
• Right here, right now - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.

Work Experience

Specific Job Knowledge & Skills:

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 4 years - experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area, or certified trainer / Advanced Certificate in Learning and Performance (ACLP) preferred.