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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.
Job Responsibility:
Implement quality assurance processes that meet company mission and brand standards
Coach managers on adopting Total Quality Management leadership style
Conduct monthly audits to ensure compliance with company and brand standards
Direct property quality efforts to address critical customer requirements
Facilitate process improvement teams
Ensure management practices are aligned with quality tools
Use data collection methods to compile, display, track, and analyze defect trends
Review guest feedback with leadership team and ensure appropriate corrective action
Respond to and handle guest problems and complaints
Interface with customers regularly to obtain feedback
Requirements:
2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major with 3 years experience in 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 with 1 year experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area