Quality Assurance Supervisor

Four Seasons Hotels and Resorts•Jackson Hole, IL

36d•Onsite

About The Position

The Quality Assurance Supervisor is an essential member of the Learning & Development team dedicated to driving service excellence and supporting the Four Seasons culture. Partner with departmental leaders to identify training needs and opportunities for service improvement. Observe and enforce Forbes service standards. Review quality metrics and data, including Glitches, LQA, Forbes, Coyle, AAA, GES scores, and Standards Testing to support training initiatives. Observe resort services and provide coaching and feedback to managers and employees. Support front-of-house teams in preparing for audits and maintaining brand standards. Maintain Service Training Manuals and ensure new hire training checklists are completed. Support the Certified Departmental Trainer program by training, coaching, and developing departmental trainers. Assist with the large scale trainings, including facilitation, material preparations, sending invites, and planning with both attendees and facilitators. Coordinate and support service quality campaigns, training programs, and employee initiatives. Organize training logistics, including scheduling, materials, facilitator communication, and meeting coordination. Track all employee specialized training certifications including, CPR, TIPS, ServSafe, Ethics & safety, Etc maintaining accurate certification records. Maintain training records in FS Learning, prepare reports, and support Learning & Development programs as needed. Analyze operational data, secret shopper reports, and performance metrics to identify training opportunities and recommend solutions.

Requirements

Excellent personal presentation, communication, and interpersonal skills.
Minimum of two years of operational hospitality experience.
Previous luxury hospitality experience preferred.
Experience in public speaking, delivering training, and coaching employees is required.
Strong organizational skills with the ability to manage multiple projects and priorities in a fast-paced environment.
Proficiency with Microsoft applications, learning management systems and reporting tools.
Must demonstrate professionalism, integrity, and the ability to maintain strict confidentiality.
Must be able to stand and walk up to 8 hours.
Ability to push pull and lift up to 40 pounds.
Successful candidate must possess legal work authorization in the United States.

Nice To Haves

A Hospitality or Hotel Management degree or related area is preferred.

Responsibilities

Partner with departmental leaders to identify training needs and opportunities for service improvement.
Observe and enforce Forbes service standards.
Review quality metrics and data, including Glitches, LQA, Forbes, Coyle, AAA, GES scores, and Standards Testing to support training initiatives.
Observe resort services and provide coaching and feedback to managers and employees.
Support front-of-house teams in preparing for audits and maintaining brand standards.
Maintain Service Training Manuals and ensure new hire training checklists are completed.
Support the Certified Departmental Trainer program by training, coaching, and developing departmental trainers.
Assist with large scale trainings, including facilitation, material preparations, sending invites, and planning with both attendees and facilitators.
Coordinate and support service quality campaigns, training programs, and employee initiatives.
Organize training logistics, including scheduling, materials, facilitator communication, and meeting coordination.
Track all employee specialized training certifications including, CPR, TIPS, ServSafe, Ethics & safety, Etc maintaining accurate certification records.
Maintain training records in FS Learning, prepare reports, and support Learning & Development programs as needed.
Analyze operational data, secret shopper reports, and performance metrics to identify training opportunities and recommend solutions.