Service Excellence Specialist

3 days ago

Miami FL United States Four Seasons Hotels Ltd Full time
Service Excellence Specialist (Quality Assurance Supervisor)

Apply locations Miami time type Full time posted on Posted 7 Days Ago job requisition id REQ10330819

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart.

About the location:

Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – find the best of both big city adventure and a tropical getaway.

Job Functions

  • Drives service quality assurance program
  • Partners with peers and superiors to determine performance gaps and learning needs
  • Works with Regional L&D Manager and Operational Division Heads to review key metrics (glitches, LQA, Forbes, standards missed, GES scores) and plans training activities accordingly
  • Ensures necessary training and learning is conducted in departments on a consistent basis
  • Manages an effective standard training program and ensures Standards Training Manuals are updated regularly
  • Maintains an effective Certified Departmental Training program
  • Responsible for an indirect reporting relationship with the Certified Departmental Trainers (CDT’s)
  • Trains new CDT’s when required and regularly coaches and develops CDT’s in their role and responsibilities
  • Bases the direction for service quality on a thorough and continuous Quality Needs Analysis
  • Designs solutions for service quality by rapidly addressing, creating, and implementing programs that target performance gaps
  • Evaluates the effect of programs and initiatives through measuring results and monitoring change
  • Assists Managers with understanding service quality and how to drive performance improvement
  • Supports Learning and Development initiatives to align with service quality needs and initiatives
  • Embrace the Four Seasons Leadership behaviours and is an example of how they should be displayed
  • Addresses engagement and performance needs with creative Service Quality solutions
  • Markets the Service Quality programs, initiatives, and performance improvement
  • Provides input for monthly and quarterly service quality reports that reflect performance gaps and learning needs
  • Prepares and maintains training attendance records in Workday
  • Coordinates and organises programs facilitated by internal and external trainers
  • Oversees the Onboarding experience for all new hires
  • Maintains Onboarding Training records
  • Assists in planning and facilitating Embark

Preferred Qualifications and Skills

Education: Hospitality/Hotel Management degree, or related field.

Experience: At least two years of operational hospitality experience.

Skills and Abilities: Willing and able to adhere to all Four Seasons’ policies and procedures, represent the People and Culture department in a positive, professional manner at all times, maintain confidentiality of all People and Culture issues, be an advocate for a great employee experience, Spanish and Creole speaking & comprehension a plus.

Schedule & Hours

• Full-Time

• Days / Evenings / Occasional Weekends

Benefits Four Season Employees Enjoy

  • Energizing Employee Culture where you are encouraged to be your true self
  • Comprehensive learning and development programs to help you master your craft.
  • Inclusive and diverse employee engagement events all year-round.
  • Exclusive discount and travel programs with Four Seasons
  • Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan)
  • And so much more

Visa Requirements

US work authorization is required.

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.

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