Quality Assurance Manager

Perched on its own 15-acre peninsula, Loews Coronado Bay Resort is a private oasis of tranquility near San Diego. This Coronado hotel offers views of the shimmering bay waters and the San Diego skyline. Welcome to Coronado's Secluded Water Escape.

Responsible for hiring and ensuring all new and existing Team Members are trained to provide consistent Loews service by maintaining complete adherence to all Loews Hotels standards related to the Housekeeping function. Presents and conducts departmental orientation and training sessions for all new Team Members. Develops and conducts training sessions to promote staff development for all Housekeeping Team Members. Monitors and maintains new hire and on-going housekeeping training programs.

Essential Functions and Responsibilities

• Assist property leadership in the recruitment and hiring of GRAs based on standard

• Establish standardized training materials to be utilized during training

• Develop and present effective new hire orientation program for all newly hired housekeeping team members

• Create introductory period schedules for new GRAs

• Schedule and monitor training period with Star Trainers

• Maintain monthly on-boarding cycle for GRAs

• Document each step of on-boarding and training process

• Complete and track training checklists on all new hires

• Administer new hire certification and interview for all newly hired housekeeping team members

• Develop and present effective training programs for housekeeping department inclusive of hourly, supervisory and management training

• Conduct monthly departmental meetings with housekeeping Star Trainers and Managers

• Attend housekeeping management meetings

• Conduct training needs assessment for the housekeeping department

• Monitor consistency of housekeeping product and service for the department, reporting any variances

• Participate with management in analyzing and addressing team member opinion surveys, Medallia, shops and performance issues as needed

• Communicate and implement updates to housekeeping standards and initiatives

• Work with management to create and implement incentive programs

• Create quality assurance teams to include all areas of housekeeping

• Oversee and conduct compliance training in accordance with applicable State and Federal regulations

• Generate and distribute monthly training reports

• Oversight and coordination of housekeeping Star Trainer program

• Assist with coordinating training for career path initiatives

• Assist in housekeeping operations and/or specials projects, as determined by housekeeping leadership

• Promote management/supervisory and team member development

• Assist with the development and implementation of safety incentive programs

• Provide assistance with team member related events

• Conducts audits/inspections of Mighty Clean

• Conducts audits/inspections of GRA MM tracking

• Inspections of rooms and scoring of rooms to maintain consistency of product

• Assist with re-certification of team members

• Regular attendance in conformance with standards

• May be required to work varying schedules to reflect business needs

• Ability to perform Physical & Mental Effort Requirements with or without accommodation as explained below

• Other duties as assigned

Supportive Functions & Responsibilities

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions:

• Interviews, trains, spot-checks, praises, coaches, counsels and disciplines in accordance with Loews standards

• Complete Monthly Inspections Reports

• Insure adherence to the Self Inspect Guidelines

• Insure adherence to the Mighty Clean Program

• Promotes and applies teamwork skills at all times

• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance

• Is polite, friendly, and helpful to applicants, guests, co-workers, management, and business partners

• Executes emergency procedures in accordance with hotel standards

• Complies with required safety regulations and procedures

• Attends appropriate company meetings and training sessions

• Maintains cleanliness and excellent condition of equipment and work area

• Complies with company standards, policies & rules

• Complies with hotel uniform and grooming standards

Qualifications

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation:

Required:

• Requires an Associates degree in related area (or 5 years related experience)

• Minimum 3 years experience as a Housekeeping or Training Manager in a similar operation or equivalent experience

• Professional presentation skills

• Thorough working knowledge of hotel operations, AAA and housekeeping standards

• Excellent communication and organizational skills

• Able to work a flexible schedule, including weekends and holidays

Preferred:

• 5 or more years experience in training and/or the Housekeeping Function

• Experience with AAA service standards

• Bi-lingual (Spanish/Creole)