Manager - Quality and L&d

**Additional Information**
**Job Number**25163545
**Job Category**Procurement, Purchasing, and Quality Assurance
**Location**The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia, 3000
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

**The Ritz-Carlton Melbourne**

**Join our Ladies & Gentlemen: Manager - Quality & L&D**

**JOB SUMMARY**

Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change. Oversees service quality, identifies training needs, and ensures all required learning programs and annual compliance trainings are completed and tracked in line with brand audit requirements. Leads associate engagement and Take Care initiatives to support a positive work culture and continuous improvement at the property level. This position champions quality, learning, and engagement, building support for excellence and change.

**CANDIDATE PROFILE**

**Education and Experience**
- 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, F&B and Events operations.

**OR**
- 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, F&B and Events operations.

**Essential Experience**
- Experience and/or knowledge of hotel business.
- Ability to understand quality management practices and teaches to others.
- Ability to understand data collection methods.
- Knowledge of budget preparation and the control of costs.
- Working knowledge of statistical measurement tools.
- Effective presentation skills.
- Detail orientation and analytical
- Experience/trained in Medallia, Leading Quality Assurance (LQA), Brand Standard Audit (BSA), and Forbes

**Desirable Experience**
- Operations background of rooms or F&B background highly regarded
- Previous training in guest relations.

**CORE WORK ACTIVITIES**

**Managing Quality Assurance Goals**
- Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences 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 weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.
- Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.
- Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.
- Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.
- Immerses in operations to better understand issues/defects faced on the ground.
- Drives several initiatives for business standard audits and guestvoice.
- Conducts monthly audit to verify compliance with company and brand standards.
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Directs property quality efforts to address critical customer requirements.
- Completes other reasonable duties as requested by leadership.

**Executing Quality Training Programs**
- Coordinate & deliver hotel trainings including to all Ladies & Gentlemen.
- Train executive committee members and managers on problem solving, process improvement, and strategic planning techniques.
- Develops specific training designed to improve service performance.
- Drives brand values and philosophy in all training and development activities.
- Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
- Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.
- Coordinates and delivers all hotel training programs for Ladies and Gentlemen, ensuring alignment with The Ritz-Carlton Balance Score Card, mission, vision, and Gold Standards.
- Leads the delivery of key brand learning experiences including New Hire Orientation, Day 21, Day 365, and The Three Steps of Service.
- Oversees the property’s brand-required compliance training and other mandatory learning modules.
- Oversee training completion rates, ensuring all ladies & gentlemen and leaders meet compliance standards and the property passes quarterly learnin