Quality and Learning Manager - Ritz-Carlton 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 position champions the Quality function and builds support for change. The role 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 a variety of topics, including product knowledge, company philosophy, and customer service and leadership skills. The position assists in conducting needs assessments, designing and developing training programs, and facilitating the delivery of both custom and corporate training programs. 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.

OR

• 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.

• Coaches managers on adopting the Total Quality Management leadership style.
• Conducts monthly audits to ensure compliance with company and brand standards.
• Makes and executes necessary decisions to keep the 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 systematic processes, and improvement is achievable and measurable.

• 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.

• Reviews guest feedback with the 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 the 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.
• Displays leadership in guest hospitality, 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 have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Meets with training cadre on a regular basis to support training efforts.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.

• Monitors enrollment and attendance at training classes.
• Meets regularly with participants to assess progress and address concerns.
• Partners with operational leaders to assess if employees demonstrate 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.
• Ensures adult learning principles are incorporated into training programs.

• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• Ass…