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Director of Quality
| Nombre de la empresa: | Hotel W Barcelona |
Ya no se aceptan más candidaturas para esta oferta.
Ubicación
| Población: | Barcelona |
| Provincia: | Barcelona |
| País: | España |
Descripción
| Puesto vacante: | Director of Quality | |
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| Nivel: | Dirección / gerencia | |
| Número de vacantes: | 1 | |
| Descripción de la oferta: | The ideal candidate for the Director of Quality position will be responsible for administering and managing the hotel´s Quality department ensuring the highest level of quality achievement and performance improvement throughout the organization. The skills that the candidate is expected to possess:  Working knowledge of computer software.  Ability to ascertain strategic needs of hotel to align with company goals and objectives.  Ability to focus on details, be well organized and follow up.  Ability to maintain confidentiality of internal and external customer information and designated hotel data.  Ability to work cohesively with Executive Team and departments as part of a team. Reporting to the Executive Assistant Manager, will ensure that key responsibilities are carried out in an on-brand and timely fashion. These key responsibilities are: Managing quality improvement in all (operational) departments, improve operational processes, improve internal communication and activation and transmission of the W Brand during the entire guest experience. The ideal candidate is a self starter, has an innovative approach and enjoys on-the job observations and coaching. MANAGE QUALITY IMPROVEMENT • Guest satisfaction survey awareness and analysis. Translate results into improvement plans that are effective, measurable, and operationally friendly with high impact on key drivers of guest satisfaction. • Identify top defects and top performers using quality tools and plan improvement teams to eliminate most frequent and severe defects. Ensure correct usage of quality tools in all departments. • Identify, Analyze, and respond to 3rd party/social sites where guest feedback can be collected and assist Front of the House managers with complaint handling. • Provide recognition to talents based on guest comments, letters or emails. IMPROVE OPERATIONAL PROCESSES • Assist HOD with implementation of initiatives, products, service or processes. Ensure all changes match W brand and positively impact Guest Satisfaction metrics. • Actively assist operations when needed. • Assist ad-hoc inter-departmental project teams for process improvement projects • Identify, register and share internal Best Practices. IMPROVE INTERNAL COMMUNICATION • Communication plan on Guest Satisfaction Survey, Quality Management and W Brand service delivery. • Review daily operations • Ensure daily departmental pre-shift meetings are being held, ensuring key hotel, operational and brand information reach all talents at all levels. • Identify service gaps by monitoring operations and by gathering talent´s feedback. • Participate in Departmental meetings to assist HOD and to contribute in communication and quality improvements topics. • Monthly analysis and presentation of Guest Satisfaction Survey ENLIVEN W BRAND SERVICE CULTURE • Assist Training Manager in delivering W Service Culture inductions and day to day training, as well as organization of internal events. • Perform quarterly W service culture certification and assist HOD with design and implementation of corrective actions to ensure Guest Satisfaction Survey is positively impacted. • Identify service gaps based in daily operations and assist HOD with corrective plans to ensure Guest Satisfaction Survey is positively impacted. • Translate W brand into daily operational tasks to ensure W Brand is enliven by talents and processes at all times. |
Requisitos
| Estudios mínimos: | Bachillerato |
| Experiencia mínima: | De 3 a 5 años |
| Requisitos mínimos: | REQUISITIONS • Minimum 2 years of experience in an operational Head of Department role in a luxury and high volume operation. • Proven track record in quality management. (Six Sigma or other quality program experience is appreciated) • Fluent English and Spanish. Knowledge of other languages is appreciated. |
Contrato
| Tipo de contrato: | De duración determinada |
| Jornada laboral: | Completa |
