Quality Manager

Why We're Here

We believe heartfelt, human connections make people's lives better. Especially the people who work here.

Our founder, Bill Kimpton rebelled against impersonal, generic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today.

Your work here has meaning. You're here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It's what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you.

How We're Different

Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day.

It all flows from you. The lively, rebellious, genuine you - with your diverse background, talents, experiences, and plucky personality - is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine.

That's what we seek out and celebrate. It's people of all kinds who share a knack for creativity and self-leadership. People who don't need to be told what to do to get things done. People who have an innate passion for making others' lives better.

It adds up to a work environment that's a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guests feel it; you'll feel it too.

What You'll Do

The position is responsible for implementing quality assurance processes that meet the company's mission and brand standards, target customer needs, ensure employee satisfaction, leadership training programs and focus on continuous improvement at the property level. This position champions the Quality function and builds support for change.

Some of your responsibilities include:

• Training and auditing all the operations of the resort in order to maintain the Forbes 5 Star designation for the Hotel and Spa.
• Coaching managers on adopting a quality focused leadership style.
• Conducting monthly audit to ensure compliance with company and brand standards.
• Making and executing the necessary decisions to keep property moving forward toward achievement of goals.
• Directing property quality efforts to address critical customer requirements.
• Assisting with regional and/or company-wide implementation of company best practices.
• Facilitating process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable;
• Inducting, coaching, and mentoring new team members and providing training regarding our guest satisfaction program.
• Collaborating with departments to deliver training programs and other organizational and leadership development interventions.
• Working closely with the Department Heads to formulate and agree on comprehensive quality procedures to improve our guest satisfaction results and our online scores and position.
• Enforcing the Language of Luxury that are relevant to each department.
• Reviewing guest feedback with leadership team and ensuring appropriate corrective action is taken.
• Responding to and handling guest problems and complaints.
• Creating dashboards for easy comprehension of reports with management and front-line team.
• Assisting leadership team in creating accountability for front line employees as per performance and feedback.

What You Bring

• 1-2 years' in Quality Management within a four of five star hotel;
• 3 years minimum experience working in Forbes 5-star property
• Solid knowledge of Forbes standards;
• Strong knowledge of statistics and ability to analyze and process information.
• Excellent people management skills.
• Flexibility to respond to a range of different work situations- Front Office, Housekeeping, Spa, Food & Beverage Service.
• Expertise in quality sciences and quality improvement processes.
•  Administrative duties; typing, answering telephones, sending correspondence, reporting, turnovers, etc. as required.
• Strong computer skills to include Word, Excel, PowerPoint, Office and Outlook.
• Basic understanding of Opera and Medallia a plus.
• Expert knowledge of I-auditor and HotSOS
• High level of organizational and analytical skills.
• Experience managing and executing projects.
• Ability to provide classroom training.
•  Must be able to work evenings, weekends and public holidays.

Please note management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.

The salary range for this role is $80,000 to $100,000 per annum.  This job is also eligible for bonus pay.  We offer a comprehensive package of benefits including vacation, medical/dental/vision insurance, pension, free meal at our cafeteria and many other benefits to eligible employees.

Differences make a difference. We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders. For our complete EEO policy click here.

 Be Yourself. Lead Yourself. Make it Count.