Director of Quality

Communicates the concept of Total Quality Management, through advising, coaching, training, and facilitating. Works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies. Verifies that quality processes meet company’s mission and brand standards, target customer needs, promote employee satisfaction, and focus on continuous improvement at the property level.

CANDIDATE PROFILE

Education And Experience

• 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.