Quality Manager

Cayman | Hospitality

Quality Manager
The position is responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvements at the property level. This position champions the quality function and builds support for change.
The ideal candidate will be expected to possess the following skills/attributes:
• The ability to manage Quality Assurance Goals by coaching manager on adopting a quality focused leadership style, conduct monthly audits to ensure compliance with company brands and standards, make and execute the necessary decisions to keep property moving forward towards the achievement of goals, direct property quality efforts to address critical customer requirements, assist with the implementation of company best practices, facilitate process improvement teams, assuring use of systematic processes, and improvement is achievable and measurable;
• The ability to manage Quality Tools by ensuring that management practices are aligned with quality tools by providing training in quality sciences, using data collection methods to complete, display, track and analyze defect trends, demonstrate and communicate key drivers of guest satisfaction for the brand’s target customers and analyze issues and identify trends;
• The ability to manage the Guest Experience by reviewing guest feedback with the leadership team and ensure appropriate corrective action is taken, responds to and handles guest problems and complaints, stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction and made service behaviors that meet or exceeds guest expectations;
• College degree in hospitality management, business administration or quality management;
• Three (3) years’ experience in operations management or quality for luxury hotels
• Expertise in quality sciences and quality improvement processes;
• Proficiency in Word, Excel, PowerPoint, Outlook and hotel systems;
• High level of organizational and analytical skills;
• Experience managing and executing projects;
• Ability to provide classroom training

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