Quality Manager

At Four Seasons, we believe in recognizing a familiar face, welcoming a new
one and treating everyone we meet the way we would want to be treated
ourselves. Whether you work with us, stay with us, live with us or discover
with us, we believe our purpose is to create impressions that will stay with
you for a lifetime. It comes from our belief that life is richer when we truly
connect to the people and the world around us. Our company values are much
more than a program or a policy; they define who we are and inform the
decisions we make. The company's guiding principle is the Golden Rule, and as
such Four Seasons strives to have a long-lasting, positive influence on the
communities where we operate and on the people we employ and serve around the
world.
"The reason for our success is no secret. It comes down to one single
principle that transcends time and geography, religion, and culture. It's the
Golden Rule - the simple idea that if you treat people well, the way you would
like to be treated, they will do the same." - Isadore Sharp, Founder and
Chairman Four Seasons Hotels and Resorts.
Career Opportunity
The deeply instilled Four Seasons culture is personified by its employees,
people who share a single focus and are inspired to provide exceptional
service. Be part of a cohesive team with opportunities to build a successful
career with global potential.
Quality Manager
Delivers workplace quality analytics, performance improvement programs, and
initiatives to best achieve long-term business success; add value in meeting
the hotel's needs by identifying and implementing quality improvement
strategies that support the hotel's strategic direction; promotes a continuous
learning culture; partners with stakeholders to ensure managers' leadership
skills are developed by means of their competencies and employees are trained
on the needed skills to successfully perform their jobs to attain service
excellence.
Key Functions:
operational learning
Drives service quality assurance program
* Partners with peers and superiors to determine performance gaps and learning needs
* Works with Director of L&D and Planning Committee to review key metrics (glitches, LQA, Coyle, standards missed, GES scores) and plans training activities accordingly
* Is involved in ensuring the necessary training and learning is conducted in departments on a consistent basis
* Trains managers to train their employees in the needed skills area
Manages an effective standard training program and ensures Standards Training
Manuals are updated regularly and training checklists are turned in for new
hires Maintains an effective Designated Trainer (or Learning Coach) programme
* Responsible for an indirect reporting relationship with the Designated Trainers, ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction.
* Trains new Designated Trainers (DT) when required and regularly coaches and develops Designated Trainers (DT) in their role and responsibilities
Bases the direction for service quality on a thorough and continuous Learning
Needs Analysis
* Creates and produces a quarterly Quality Needs Analysis (QNA) and planned improvements aligned to property's goals & budget cycle
Designs solutions for service quality by rapidly addressing, creating, and
implementing programs that target performance gaps Evaluates the effect of
programs and initiatives through measuring results and monitoring change
Leadership & Talent Management
Creates and develops blended learning quality programs that target management
competencies Assists Managers with understanding service quality and how to
drive performance improvement Ensures new managers to the company are given
the knowledge and skills to successfully complete their ‎90-day probationary
period Supports Learning and Development initiatives to align with service
quality needs and initiatives Embrace the Four Seasons Leadership behaviours
and EVOLVE Study return on Learning and Development and Service Quality
investment. Measure to correlate actual Learning and Development attendance
and other initiatives with transfer and promotions, guest feedback and
surveys. Address engagement and performance needs with creative Service
Quality solutions
General
Markets the Service Quality programs, initiatives, and performance improvement
Prepares and produces monthly and quarterly service quality reports that
reflect performance gaps and learning needs Prepares and maintains training
attendance records in Workday Creates and adheres to an annual budget for all
training and quality programs, initiatives, and learning resources Coordinates
and organises programs facilitated by internal and external trainers
Participates in and/or supports Hotel Committees (e.g. Safety Committee, Green
Committee, H&S Committee, Service Quality Committee) Assists in coordinating
and participates in employee relations events
Key Knowledge
* Service Quality Standards and analytics
* Needs Assessment methodologies and learning needs identification
* Learning technologies, such as e-learning options and distance learning
* Theories and types of evaluation for measuring program financial impact, such as Kirkpatrick's ‎4 levels
* Project planning tools and processes
* Communication and influencing strategies
* Basic budgeting, accounting, and financial management
* Current on industry trends affecting service quality
We look forward to receiving your application!
Learn more about what it is like to work at Four Seasons, visit us:
http://jobs.fourseasons.com/
https://www.linkedin.com/company/four-seasons-hotels-and-resorts
https://www.facebook.com/FourSeasonsJobs
https://twitter.com/FourSeasonsJobs