Quality Assurance and Training Manager

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: Internatiomnal Hotel in Shchuchinsk, Kazakhstan  

POSITION PURPOSE: The position is responsible for implementing quality assurance processes that meet the company'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

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