Director, AMER Quality

IHG•Atlanta, GA

5d•$130,000 - $143,000•Hybrid

About The Position

The Director of Quality will be a best-in-class leader responsible for overseeing the field operations for the Quality department for IHG’s Portfolio of Brands throughout the Americas. This leader will work closely with the Head of Quality to develop, deploy, and measure effective policies and programs that drive compliance, guest love, and overall perception of each of IHG’s brands. This position works closely with key partners and stakeholders across PIP, F&B, technology, operations, development, and brand standards to improve operating performance while strengthening the overall health of the brand (from a guest experience view) while focusing on the goal of successfully delivering against key performance metrics, including but not limited to increasing guest heartbeat. The Director of Quality will provide direction and leadership for the Quality team to maximize consistency within the Quality department. Develop and communicate clear objectives and procedures that provide a united focus to ensure a more productive, effective, and consistent workforce. Assist in the design and direction of all activities related to the quality evaluation process for franchised and company-managed hotels. Assist in the design, implementation, and utilization of the self-audit process for hotels. Analyze the utilization of information generated by the self-audit system, and oversee all necessary quality audits to resolve existing or potential brand compliance violations.

Requirements

Bachelor's or Master's Degree in Business or a relevant field of work, or an equivalent combination of education and work-related experience.
10+ years progressive work related experience, as well as 5 to 7 years managing teams and/or significant complex projects in quality standards and auditing, customer service, or related field in a hotel or similar service industry.
8-10 years of on-property experience (as GM, or other multi-unit hotel management) preferred
Demonstrated project management experience in organizing, planning and executing large-scale projects from conception through implementation.
Demonstrated experience in leading and developing people.
Demonstrated effective verbal and written communication skills for the purpose of providing information to clients, vendors, senior management and staff.
Demonstrated ability to develop and implement consistent quality standards and regulations.
Demonstrated knowledge of Federal and State regulations regarding quality standards.
Demonstrated understanding of quality-based computer systems.

Nice To Haves

Certified Hotel Administrator designation preferred.

Responsibilities

Monitor and direct the activities of the Quality field operations to maintain the integrity of the quality audit process and ensure an exemplary reputation and continued value within the company.
Continually monitor the processes and recommend changes as appropriate for the development of continuous improvement and to help drive the Brands competitive edge in the industry.
Act as primary Quality contact for hotel GMs and owners regarding quality-evaluation related issues and system-based quality data.
Collaborate with operational stakeholders on system size goals by providing appropriate and timely deficiency lists (DL) to drive product quality during short-term license extensions.
Participate in retention meetings conducted by the development team to provide updated and pertinent Quality related information shared among key stakeholders for the retention of key hotels.
Communicate and coordinate quality initiatives with internal partners to drive quality and share best practices at the hotel level.
Direct the compilation, analysis, and reporting of Guest-Love scores of hotels to continue to assist and strengthen each brand’s position in the marketplace.
Consult and participate in classes and assist with meetings to educate hotel owners, General Managers (GMs), and management staffs on the importance of product quality, customer service, and the IHG quality process.
Participate in Franchise Approval Committee Meetings. Provide input on quality status, applicants, hotels, and Guest-Love.
Provide subject matter expertise on questions/issues regarding quality regulations, standards, and/or potential violations of compliance.
Communicate audit results to the Franchise Compliance Committee when a hotel’s score falls below the minimum required.
Monitor progress of hotels in the Unsatisfactory and Termination categories per the Guest-Love measurement. Keep the Compliance Committee informed by presenting applicable hotels for discussion, default, or termination decisions.
Monitor and assist with coordination of communication to hotel GMs, owners, and corporate partners, as it relates to Guest-Love scores and integrity concerns, The Operators View (TOV) participation, failure and default status, Aging Quality fees, and Consecutive failures.
Plan, organize, control and lead subordinate functions within established budgetary and headcount plans; establish goals, performance standards, and operating procedures for assigned functions.
Participate in creation of department staffing and regional capital budgets.
Provide leadership, guidance to subordinate regional managers on consistency and delivery of programs throughout the regions.
Coach and develop team members; hire, fire assess, discipline, document performance, recommend salary.
Act as an advisor to subordinate managers and/or field staff to help meet established schedules and to resolve technical or operational issues.
Represent the Company in depositions, court appearances, legal proceedings and other litigation matters involving product quality issues as required.
Coordinate with Legal Department and provide program information and pertinent franchise data as needed.