Learning & Quality Manager

About the role

The Learning & Quality Manager implements quality assurance processes and ensures that training and development activities are linked to the company's mission, vision, brand standards and customer needs. The role also verifies employee satisfaction and focuses on continuous improvement at the property level, championing the Quality function and building support for change. The position is full-time and based at the Ritz-Carlton property in Geneva.

Key responsibilities

• Manage quality assurance goals: attend daily executive committee meetings and monthly department meetings, present weekly analysis of defect trends and guest feedback, coordinate a weekly quality meeting and run business standard audits.
• Record, track and communicate quality progress to executives, managers, associates and the corporate office, and facilitate problem-solving and process-improvement teams.
• Train executive committee members and managers on problem solving, process improvement and strategic planning, and partner with HR on a hotel recognition program.
• Verify that management practices and continuous improvement tools are in place and used, and use data collection methods to analyse defect trends.
• Review guest feedback with leadership, incorporate guest satisfaction into departmental meetings, and support operational leaders in handling guest complaints across social media and review platforms.

Required profile

• 2-year degree in Business Administration, Hotel and Restaurant Management or a related major with 4 years of experience in guest services, front desk, housekeeping, sales and marketing or management operations; or a 4-year degree with 2 years of such experience.
• Experience and/or knowledge of hotel business.
• Ability to understand quality management practices and teach them to others, and to understand data collection methods.
• Knowledge of budget preparation and cost control, and working knowledge of statistical measurement tools.
• Effective presentation skills, detail orientation and analytical ability.
• Desirable: operations background (rooms or F&B), guest relations training, and experience with databases, word processing, spreadsheets, graphics and statistical software.