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- Creates and administers annual Hotel Training Plan
- Monitors individual training plans of newly-hired colleagues
- Leads and develops departmental trainers
- Creates and conducts service and brand standard learning sessions
- Administers and conducts learning sessions for Quality League, Service & Brand Standards, First 60 program and any other recommended quality and/or service training
- Manage corporate reporting as it pertains to Quality, Learning, & Development
- Promotes, trains, audits, and ensures compliance with brand and globally recognized luxury standards (e.g. LHG Brand & Forbes Five Star Standards) throughout the Hotel
- Creates and fosters an environment where quality management is instilled and promoted and learning is sustained
- Develops and maintains TQM systems (such as VMV, CSI, PRIDE, Internal Communication Structure, VOC systems, etc.)
- Conducts departmental internal audits
- Works closely with department heads to ensure quality deliverables are completed
- Manages VOC surveys and guest feedback systems
- Monitors and coordinates Hotel's mystery shoppers program
- Maintain a working knowledge of top guest complaints and ensure action planning is in place
- Facilitates the development and improvement of standards and procedures
- Champions or co-lead corporate social responsibility efforts of the hotel to include but not limited to environmental sustainability, community service, colleague wellness, etc.
- Integrates quality systems with other relevant systems in areas such as environmental protection and health and safety
- Assists with any additional tasks not mentioned above as specified by supervisor
EXPERIENCE/EDUCATION/SPECIAL SKILLS REQUIRED:Extensive experience in Hospitality Learning & Development, Forbes Five Star Standards, Quality Leadership, Hotel Operations along with the following qualifications:
- Minimum 2 years of experience in a Training and Quality role or similar role in a luxury five star rated Hotel
- Two years working in managerial/ leadership position
- Extensive knowledge of multiple Hotel Departmental Operations
- Four year college/university degree
- Prior experience leading quality teams
- Knowledgeable in business, quality management, training and development, knowledge management and service industry
- Knowledge of quality assurance and VOC systems and practices
- Sound experience in business assessment and quality audits
- Highly competent in report writing and improvement facilitation
- Skillful in standards and procedures writing
- Highly proficient in both written and spoken English
- Skillful in Word, PowerPoint, and Excel Processing
LICENSES OR CERTIFICATES: - Group Training Certification preferred
- Master Trainer Certificate preferred
- Instructional Design Certificate preferred
Source: Hospitality Online
Director of Quality Learning - Boston, United States - The Langham Boston
Description
PRIMARY OBJECTIVE OF POSITION:
Promotes and implements Quality League in the Hotel, promulgates brand and globally-recognized luxury standards, quality management systems, facilitate process improvement, develop performance measuring systems, and administer the training/learning function in the Hotel for brand and service standards.
RESPONSIBILITIES AND JOB DUTIES:
