Quality Manager

Manage all activities related to the quality standards, evaluation, action planning, and guest satisfaction process for an assigned geographic region of franchise and CMH (Company Managed Hotels) hotels.  Develop and communicate clear objectives and procedures for implementing the vision of the regional quality team, and effectively manage activities related between hotel ownership, operations and Quality Team.  Manage an individual territory of hotels that focus on the Luxury, Lifestyle, and Premium brands, while consulting with hotel management and ownership to review assessment data and recommend strategies for improvement as necessary. Establish and maintain strong relationships with your hotels, nurture mutually beneficial relationships, ensuring that your hotels receive exceptional service and support.

Your day to day 

• Strong leadership capabilities to ensure that product and service quality are being monitored and maintained across entire territory of a portfolio of hotels for specific brands.
• Regularly communicate with hotels to understand their needs, address any questions or concerns, and provide support and guidance as needed. Build rapport with hotel operators and identify opportunities for improvement.
• Analyze hotel performance data to determine trends and correlations of disparate datasets establishing actions for improvement across assigned region and by brand within the region.
• Proactively schedule portfolio reviews and individual owner and/or General Manager meetings bringing in appropriate IHG staff to provide assistance with quality deficiencies in service and product quality.
• Consult with internal partners, hotel management and ownership on opportunities to improve Service and Product Levels and make recommendations on methods for producing these improvements within the suggested time frames.  Develop action plans as a guide for hotel management, listing any deficiencies, action(s) required for improvement and target dates of completion. Review recent guest evaluations via the Guest Satisfaction platform to determine if proper corrective actions have been taken.

What we need from you

• Bachelor's Degree in Business, Hospitality Hotel Administration, or a relevant field of work, or an equivalent combination of education and work-related experience.  CHA designation strongly preferred.
• 6 to 10 years progressive work-related experience in upscale hotel operations or equivalent, with demonstrated proficiency in multiple disciplines/processes related to the position, and at least two years of good performance at the Quality Consultant level. 
• Clear, concise and succinct communication skills, including adapting both verbal and written communication to the needs and level of user. Ability to use consultative or persuasive communication skills to effectively implement programs or resolve compliance issues with hotel managers and ownership. Communicate both orally and in writing to Principle Correspondents and design professionals regarding work required for renovations. 
• Advanced working knowledge of personal computers; includes Microsoft applications (Word, Excel, PowerPoint, etc.).
• Knowledge and understanding of quality standards and procedures in a hotel or similar environment.
• Strong problem solving and time management skills required. 
• Attention to detail and ability to manage multiple tasks required. 
• Knowledge of ADA requirements, various Federal and State regulations, Company Brands Safety standards and design/construction and operations brand standards. 

Travel – 80 – 100%

Location – Remote:  **Candidate must reside in the United States and located in proximity to a major airport**  Preferred regions:  South, Southeast or Western. 

The salary range for this role is $58,834.00 to $100,000.00.  This role is also eligible for bonus pay (as applicable). We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.  

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At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?