Director of Quality, Learning and Development

Job Summary .
PRIMARY OBJECTIVE OF POSITION:

Promotes and implements Quality League in the Hotel, promulgates Brand and Globally-recognized Luxury Standards, quality management systems, facilitate process improvement, develop performance measuring systems, and administer the training/learning function in the Hotel for brand and service standards.

RESPONSIBILITIES AND JOB DUTIES:

• Creates and administers annual Hotel Training Plan
• Monitors individual training plans of newly-hired colleagues
• Leads and develops departmental trainers
• Creates and conducts service and brand standard learning sessions
• Administers and conducts learning sessions for Quality League, Langham Logic, Service Standards, Brand Standards, First 60 program and any other recommended quality and/or service training.
• Promotes, trains, audits, and ensures compliance with Brand and globally recognized Luxury standards (e.g. LQA and Forbes Five Star Standards) throughout the Hotel
• Promotes the Quality League culture and practices (Q. League)
• Develops and maintains TQM systems (such as VMOV, KPI, Internal Communication Structure, Strategic and Improvement teams, VOC systems, etc.)
• Coordinates internal strategic and improvement teams
• Conducts Quality League internal audits
• Creates an environment where quality management is instilled and promoted and learning is sustained
• Utilize all available platforms and tools to ensure learning transfer
• Manages and oversees Langham Logic improvement teams
• Implements VOC surveys and guest feedback systems
• Monitors and coordinates Hotel's mystery shoppers program
• Facilitates the development and improvement of standards and procedures
• Champions or co-lead corporate social responsibility efforts of the hotel to include but not limited to environmental sustainability, community service, colleague wellness, etc.
• Integrates quality systems with other relevant systems in areas such as environmental protection and health and safety
• Assists with any additional tasks not mentioned above as specified by supervisor

PHYSICAL DEMANDS:

• Requires walking or standing to a significant degree.

Requirement .
EXPERIENCE/EDUCATION/SPECIAL SKILLS REQUIRED:

Extensive experience in Hospitality Learning & Development, Forbes Five Star Standards, LQA, Quality Leadership, Hotel Operations, and Six Sigma, along with the following qualifications:

• Minimum 2 years of experience in a Training and Quality role or similar role in a luxury five star rated Hotel
• Two years working in managerial/ leadership position
• Extensive knowledge of Hotel Departmental Operations
• College Degree
• Experience leading quality teams
• Knowledgeable in business, quality management, training and development, knowledge management and service industry
• Familiar with the Malcolm Baldrige and/or TQM Model for performance excellence
• Knowledge of quality assurance and VOC systems and practices
• Sound experience in business assessment and quality audits
• Highly competent in report writing and improvement facilitation
• Skillful in standards and procedures writing
• Knowledge of other areas like Corporate Social Responsibility (CSR)
• Highly proficient in both written and spoken English
• Skillful in Word, PowerPoint, and Excel Processing

LICENSES OR CERTIFICATES:

• Group Training Certification required
• Master Trainer Certificate preferred
• Instructional Design Certificate preferred

Salary range: $90,000-110,000

EOE, including disability/vets
Terms of employment . Full time