Hotel Quality Assurance and Training Manager

компания "burabay hotel management" the position requires relocation to shchuchinsk, akmola region. housing is provided for relocating candidates. job title: quality assurance and training manager department: talent & culture inspired and supported by: director of talent & culture location: rixos borovoe hotel – a luxury resort property of accor family surrounded by the pine trees of the borovoe national park and located on shchuchye lake (shchuchinsk, kazakhstan). position purpose: the position is responsible for implementing quality assurance processes that meet the companychr(39)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 position is responsible for ensuring effective training is in place: training programs focus on a variety of topics, including product knowledge, company philosophy, and customer service and leadership skills. conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. measures the effectiveness of training to ensure a return on investment key responsibilities & contribution: managing quality assurance goals coaches managers on adopting the total quality management leadership style attends daily departmental line-up meetings to give real time updates on hotel performance & to address guest incidents 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 (bi)-weekly quality meeting focusing on guest comments (trustyou, social media), top incidents, and business standard audits conducts monthly bsa/lqa/iso audit to ensure compliance with company and brand standards immerses in operations to better understand issues/defects faced on the ground, and drives initiatives for bsa/lqa/iso audits and trustyou score completes other reasonable duties as requested by leadership managing quality tools uses data collection methods to compile, display, track, and analyze defect trends establishes guidelines so employees understand expectations and parameters incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement takes full ownership of all hr-related news articles, handbooks and other promotional materials managing the guest experience reviews guest feedback with leadership team and ensures appropriate corrective action is taken stays visible and regularly interfaces with guests to obtain feedback on quality of product, service levels and overall satisfaction supports operational leaders in the response and handling of guest feedback and complaints on various platforms administering employee training programs and evaluating effectiveness participates in developing & implementing various training programs to meet identified needs & ensure guest service quality, profit enhancement & employee security/safety uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills develops specific training to improve service performance measures transfer of learning from training courses to the operation. regularly conducts spot checks and implements effective means of measuring, monitoring and evaluating success of training programs trains and develops departmental trainers to support learning & performance improvement efforts. assists departmental trainers in preparing their training sessions, achieving training objectives and reviews on a monthly basis. conducts & evaluates all on-the-job training maintains standard hotel training equipment & training library of resources reviews training policies, procedures & recommends improvements to management prepares the annual training plan and monitors its actualization. participates in the development of the training budget as required required and what makes you extraordinary for this role: 4+ years’ experience in hotel operations (guest services, front desk, housekeeping, sales and marketing, management operations) – premium and luxury hotels & resorts experience preferred experienced (skilled) in designing and delivering the training programs knowledge and experienced in iso and lqa standards proficiency in english and russian is a must, kazakh is an advantage previous experience using database, word processing, spreadsheet, graphic and statistical computer applications effective presentation skills excellent interpersonal and communications skills, a team player & builder with an eye for detail, and commitment to doing everything you can to get it right first time for our guests and colleagues highly organized, result oriented with the ability to be flexible with hours, days off, assignments and additional duties