Director of Quality and Learning

Responsibilities:

Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.

Coordinates a weekly quality meeting focusing on guestVoice, 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.

Immerses in operations to better understand issues/defects faced on the ground.

Drives several initiatives for business standard audits and guestvoice.

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.