Quality and Learning Manager - Grand Canal

Job Summary

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 improvement at the property level. This role champions the Quality function and builds support for change.

Assists with identifying and addressing employee and organizational development needs, ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on product knowledge, company philosophy, customer service, and leadership skills. The role conducts needs assessments, designs and develops training programs, facilitates the delivery of both custom and corporate training, and measures the effectiveness of training to ensure a return on investment.

• 2‑year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major + 3 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
• 4‑year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major + 1 year experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

• Managing Quality Assurance Goals:
  Coaches managers on adopting the Total Quality Management leadership style.
• Conducts monthly audits to ensure compliance with company and brand standards.
• Decides and implements necessary actions to keep the property moving toward achievement of goals.
• Directs property quality efforts to address critical customer requirements.
• Assists with regional and company‑wide implementation of best practices.
• Facilitates process improvement teams, ensuring the use of systematic processes and measurable improvement.

• Provides training in quality sciences to align management practices at all levels with quality tools.
• 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.

• Reviews guest feedback with leadership and ensures appropriate corrective action.
• Responds to and handles guest problems and complaints.
• Maintains visibility and interfaces with customers regularly to obtain feedback on quality of product, service levels, and overall satisfaction.
• Models service behaviors that meet or exceed guest expectations.

• Promotes and informs employees about all training programs.
• Exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Helps employees identify specific behaviors that will contribute to service excellence.
• Ensures employees receive ongoing training to understand guest expectations.
• Uses effective training methods to ensure employees can demonstrate guest satisfaction skills.
• Meets regularly with training cadre to support training efforts.
• Observes service behaviors and provides feedback to individuals and managers.

• Monitors enrollment and attendance at training classes.
• Assesses progress and addresses concerns with participants.
• Partners with operational leaders to assess demonstration of effective technical and leadership skills.
• Reviews comment cards, guest satisfaction results, and other data to identify areas of improvement.
• Measures transfer of learning from training courses to the operation.
• Integrates adult learning principles into training programs.

• Identifies performance gaps and collaborates with managers to develop and implement training to improve performance.
• Adjusts training methodology and re‑trains as necessary.
• Aligns training and development programs to impact key business indicators.
• Establishes guidelines so employees understand expectations and parameters.
• Develops specific training to improve service performance.
• Drives brand values…