Quality Assurance Manager

The Lake Como EDITION Nestled along the western shore overlooking the Bellagio mountains, The Lake Como EDITION combines striking design and Italian warmth with a sophisticated luxury lifestyle experience. Lake-view rooms and suites, indoor and outdoor restaurants and bars, a unique floating pool, and a spa sanctuary deliver an unforgettable escape.  JOB SUMMARY Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change. CANDIDATE PROFILE  Education and Experience • 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the 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; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. Essential Experience  • Experience and/or knowledge of hotel business. • Ability to understand quality management practices and teaches to others. • Ability to understand data collection methods. • Knowledge of budget preparation and the control of costs. • Working knowledge of statistical measurement tools. • Effective presentation skills. • Detail orientation and analytical Desirable Experience  • Operations background – depending on hotel facilities, a rooms or f&b background may be preferred • Previous training in guest relations. • Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications. • Experience/trained in Six Sigma or TQM CORE WORK ACTIVITIES Managing Quality Assurance Goals • Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training. • Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas. • Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits. • Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office. • Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution. • Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable. • Immerses in operations to better understand issues/defects faced on the ground. • Drives several initiatives for business standard audits and guestvoice. • Conducts monthly audit to verify 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. • Completes other reasonable duties as requested by leadership. Executing Quality Training Programs • Partners with Learning & Development (L&D) to train executive committee members and managers on problem solving, process improvement, and strategic planning techniques. • Develops specific training designed to improve service performance. • Drives brand values and philosophy in all training and development activities. • Partners with L&D team to verify