Assistant Quality Manager

Managing Quality Assurance Goals

• Coaches managers on adopting the Total Quality Management leadership style.

• Conducts monthly audit to ensure compliance with company and brand standards

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Directs property quality efforts to address critical customer requirements.

• Assists with regional and/or company-wide implementation of company best practices.

• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

Managing Quality Tools

• Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.

• Uses data collection methods to compile, display, track, and analyze defect trends.

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

• Analyzes issues and identifies trends.

Managing the Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

• Responds to and handles guest problems and complaints.

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Models service behaviors that meet or exceed guest expectations.

Report to General Manager