Quality Manager
3 weeks ago
Job Summary
Reporting to the Director of Human Resources and working closely with the Executive Committee, the Quality Manager is accountable through relevant measurement and research, collaboration and strategic alignment to effect change in the business that drives greater effectiveness and efficiency of all departments. Promotes a culture and environment of innovation and process excellence through strong vision and collaboration with stakeholders, effective leadership, management and coaching. A primary focus for this position is the identification of methods to deliver a memorable and meaningful guest experience. This role ensures the organization identifies and assists in the delivery of operational and organizational excellence through continuous quality improvement, development of sustainable, repeatable and quantifiable business processes, data assessment and deployment of business tools and resources to serve the needs of stakeholders, including establishment and maintenance of quality management systems; development of strategies and approaches on organizational leadership; facilitating process improvement; and development of performance measuring systems. Works closely with members of the Human Resources team to integrate business excellence in all human resources practices and systems Liaises with the Guest Experience Specialist to identify opportunities to enhance the guest experience and build great memories. Acts as the point of contact with the Langham Hospitality Group’s Director of Quality and Director of Sustainability.
Drives a culture of business excellence and continuous improvement culture through corporate initiatives and local projects.
Directs, manages, and deploys initiatives to drive Quality improvements, promoting the Quality League culture and practices.
Enhances innovation and idea generation by Hotel colleagues.
Promotes excellence in all functions of the Hotel (including leadership, strategy, customer focus, information management, people and processes) and most importantly achieving superior business results.
Identifies training needs that will enhance memorable and meaningful guest experience.
Promotes TQM systems (such as,
- **V**ision
- **M**ission
- ** V**alues (VMV), KPIs, internal communication structure, strategic and improvement teams,
- **V**oice
- **O**f
- **C**ustomer (VOC) systems in a manner understood by all stakeholders.
Leads internal strategic and improvement teams.
Conducts Business Excellence internal audits.
- Manages and facilitates Langham/Chelsea Logic improvement teams.
Implements VOC surveys and guest feedback systems; works closely with the Guest Experience Specialist in responding to guest feedback.
Monitors and coordinates hotel’s mystery shoppers program.
Coordinates quality audit and assessment programs.
Facilitates the development and improvement of standards and procedures.
Integrates quality systems with other relevant systems on areas such as environmental protection and Health and safety.
Establishes and maintains prominent level of visibility and involvement with all levels of management and employees.
Facilitates and leads meetings with Hotel leaders and colleagues to drive quality and business excellence.
Works closely with stakeholders in developing approaches to respond to guest comments and concerns.
Oversees all corporate CONNECT and Sustainability activities.
Active participant in the Hotel’s Green Team.
Provides human resources support and guidance to the EarthCheck Coordinator.
Participates in the Lobby Ambassador and Weekend Manager Program.
Assists in any other tasks as specified by the Director, Human Resources or the General Manager.
Performs any duties to provide support to the HR team as deemed necessary for the delivery of the HR program.
Assists with the planning and delivery of all colleague functions.
Requirement
- **_Working Experience_**
**_ _**
Minimum of 5 years of working experience in Hotel, Service Industry, or Quality Management role.
- Experience in Human Resources an asset.
- **_Knowledge_**
**_ _**
Knowledge of a TQM Model for performance excellence or equivalent quality excellence program (Malcolm Baldridge; National Quality Institute of Canada)
- Proven knowledge of business excellence, quality management, training and curriculum development,
- Sound knowledge of management and service industry.
- Knowledge of quality assurance and VOC systems and practices
- Knowledge and experience in training and development.
- Experience in business excellence assessment and quality audit
- Competent in report writing and improvement facilitation.
- Skilful in standards, procedures, reports and communication writing
- Proficient in Microsoft Word, Excel, PowerPoint
- **_Education_**
**_ _**
College degree (Hotel school, University and/or equivalent) in a related field.
- **_Soft Skills_**
**_ _**
Proven or demonstrated ability in working under pressure, taking initiative, leadership and working as a team player
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