Manager, Quality Assurance

POSITION PURPOSE AND SUMMARY

 

The Quality Assurance Manager is responsible for driving quality, service and brand standards across company-owned, operated, and franchised hotels. The position will provide onsite and virtual training and support, assist in feedback and action planning, and monitoring progress relative to deficiencies in cleanliness, condition, and brand standards.

The Manager will assist in the overall administration of the Quality program through such tasks as scheduling audits, reviewing and editing evaluations, conducting mystery shops, and facilitating inter-departmental audits across the organization. The manager will also work in conjunction with the Director of Brand Standards on the audit platform management and reconciliation of data, sharing of results, etc.

 

MAJOR / KEY JOB DUTIES

 

• Drives positive increases and assesses quality, service, and brand standards of both company-owned/operated and franchised hotel operations.
• Conducts site specific and/or regional training (in person/virtual), provides feedback, shares best practices, reviews tools and resources, and conducts mock inspections, etc.
• Assists with the ongoing refinement of the organization's Quality Assurance program, including evaluations, metrics, trends, and results, etc.
• Reports evaluation findings to company/department leadership, including corrective action and the effectiveness of those actions.
• Coordinates the logistics and scheduling for all assigned site evaluations.
• Serves as a point of contact for both company-owned operations and franchises regarding quality programs, audit platforms, and for departments that utilize the platforms. (S&S, Facilities, HR, etc.)
• Participates in regularly scheduled meetings and workshops as a part of the Brand Organization
• Assists in data collection and analysis of Medallia/NPS, social scoring, etc.
• Assists in communicating and/or presenting brand initiatives.
• Manages travel-related expenses as per department/company policies.

 

OTHER DUTIES

 

• Delivers detailed, informative, well-organized work on a consistent basis.
• Assist in other duties as necessary.

Qualifications

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

 

• Excellent organizational skills and strong business judgment
• Excellent verbal and written communication skills
• Ability to learn new skills and adapt to changes quickly
• Ability to provide clear and impartial feedback
• Knowledge and experience of hotel operations
• Knowledge of Quality Assurance process and evaluations
• Ability to work independently

ENVIRONMENTAL JOB REQUIREMENTS

 

• Position entails exposure to interior and exterior hotel property environments in various climates and locations.
• Remote office environment in conjunction with ESA remote work policy

MINIMUM QUALIFICATIONS

 

• Bachelor's degree or similar experience
• 3-5 years in an operational role, with experience participating in a Quality Assurance function
• Strong analytical, organizational and technical skills (Proficient in MS Office, specifically MS Excel)
• Ability to coordinate and manage multiple tasks with sensitive timelines
• Strong relationship management skills
• Strong organizational and problem resolution skills
• Strong leader