Quality Manager - The Cape Town EDITION

JOB SUMMARY

Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.

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.

Essential Experience 

• Experience and/or knowledge of hotel business.
• Ability to understand quality management practices and teaches to others.
• Ability to understand data collection methods.
• Knowledge of budget preparation and the control of costs.
• Working knowledge of statistical measurement tools.
• Effective presentation skills.
• Detail orientation and analytical

Desirable Experience 

• Operations background – depending on hotel facilities, a rooms or f&b background may be preferred
• Previous training in guest relations.
• Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications.
• Experience/trained in Six Sigma or TQM

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 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.
• Directs property quality efforts to address critical customer requirements.
• Completes other reasonable duties as requested by leadership.

Executing Quality Training Programs

• Partners with Learning & Development (L&D) to train executive committee members and managers on problem solving, process improvement, and strategic planning techniques.
• Develops specific training designed to improve service performance.
• Drives brand values and philosophy in all training and development activities.
• Partners with L&D team to verify transfer of learning in the hotel/classroom takes place.
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.

Managing Quality Tools

• Verifies that management practices at all levels are aligned with quality tools.
• Verifies the tools for continuous improvements are in place and being utilized.
• Uses data collection methods to identify, compile, display, track, and analyze defect trends.

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.). 

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 
• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
  • Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities.  This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality. 
  • General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
  • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
  • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
  • Writing - Communicates effectively in writing as appropriate for the needs of the audience.