Director of Quality Learning

1 month ago


Boston, Massachusetts, United States The Langham Boston Full time

PRIMARY OBJECTIVE OF POSITION:

Promotes and implements Quality League in the Hotel, promulgates brand and globally-recognized luxury standards, quality management systems, facilitate process improvement, develop performance measuring systems, and administer the training/learning function in the Hotel for brand and service standards.

RESPONSIBILITIES AND JOB DUTIES:

Creates and administers annual Hotel Training Plan
Monitors individual training plans of newly-hired colleagues
Leads and develops departmental trainers
Creates and conducts service and brand standard learning sessions
Administers and conducts learning sessions for Quality League, Service & Brand Standards, First 60 program and any other recommended quality and/or service training
Manage corporate reporting as it pertains to Quality, Learning, & Development
Promotes, trains, audits, and ensures compliance with brand and globally recognized luxury standards (e.g. LHG Brand & Forbes Five Star Standards) throughout the Hotel
Creates and fosters an environment where quality management is instilled and promoted and learning is sustained
Develops and maintains TQM systems (such as VMV, CSI, PRIDE, Internal Communication Structure, VOC systems, etc.)
Conducts departmental internal audits
Works closely with department heads to ensure quality deliverables are completed
Manages VOC surveys and guest feedback systems
Monitors and coordinates Hotel's mystery shoppers program
Maintain a working knowledge of top guest complaints and ensure action planning is in place
Facilitates the development and improvement of standards and procedures
Champions or co-lead corporate social responsibility efforts of the hotel to include but not limited to environmental sustainability, community service, colleague wellness, etc.
Integrates quality systems with other relevant systems in areas such as environmental protection and health and safety
Assists with any additional tasks not mentioned above as specified by supervisor
EXPERIENCE/EDUCATION/SPECIAL SKILLS REQUIRED:

Extensive experience in Hospitality Learning & Development, Forbes Five Star Standards, Quality Leadership, Hotel Operations along with the following qualifications:

Minimum 2 years of experience in a Training and Quality role or similar role in a luxury five star rated Hotel
Two years working in managerial/ leadership position
Extensive knowledge of multiple Hotel Departmental Operations
Four year college/university degree
Prior experience leading quality teams
Knowledgeable in business, quality management, training and development, knowledge management and service industry
Knowledge of quality assurance and VOC systems and practices
Sound experience in business assessment and quality audits
Highly competent in report writing and improvement facilitation
Skillful in standards and procedures writing
Highly proficient in both written and spoken English
Skillful in Word, PowerPoint, and Excel Processing
LICENSES OR CERTIFICATES:Group Training Certification preferred
Master Trainer Certificate preferred
Instructional Design Certificate preferred
Source: Hospitality Online

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