Director of Quality and Learning Development

• 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

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years 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.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Directs property quality efforts to address critical customer requirements.
• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.
  

Leading Quality Assurance Team

• Trains team members and managers on problem solving, process improvement and strategic planning techniques
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Coaches managers on adopting the Total Quality Management leadership style.
• Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.
• Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.