Director of Training & Quality Assurance - The Roosevelt New Orleans, A Waldorf Astoria Hotel
Director of Training & Quality Assurance - The Roosevelt New Orleans, A Waldorf Astoria Hotel
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Job Description
The iconic Waldorf Astoria property in New OrleansThe Roosevelt is seeking aDirector of Training & Quality Assurance to join the team!
Our luxury hotel offers an unparalleled combination of Southern hospitality world-class service and historic surroundings. As the centerpiece of the city the hotel is located near the French Quarter and within walking distance to the citys most vibrant attractions and entertainment including Jackson Square Bourbon Street and the Arts & Warehouse District.
Embodying the rich heritage of Southern hospitality the historic hotel features 504 rooms over 60000 square feet of meeting space and five (5) food and beverage outlets.This includes 2 restaurants a caf seasonal rooftop bar and in-room dining.
We are looking for an individual with an upbeat outgoing personality to join our Human Resources team. This is a great opportunity for someone looking to grow their career in the Hospitality industry and Human Resources. We are looking forward to your application!
The Director of Training & Quality Assurance is responsible for directing and administering the training and professional development function in the hotels continuing effort to deliver outstanding guest service and financial profitability.
What will I be doing
As a Director of Training & Quality Assurance you would be responsible for directing and administering the training and professional development function in the hotels continuing effort to deliver outstanding guest service and financial profitability. Specifically you would be responsible for performing the following tasks to the highest standards:
Oversee and administer all training and professional development functions to include but not limited to creating and/or developing course content facilitating and/or conducting training sessions/workshops planning and implementing corporate and hotel training initiatives conducting needs assessments measuring training effectiveness and ensuring on-the-job application of service leadership specialty and department-specific training initiatives.
- Plan and conduct meetings with department managers property trainers and team members to review performance trends to develop appropriate action plans and to provide appropriate recognition.
- Monitor all departmental training programs and assist departmental trainers in conducting pre-shift audits executing job skills checklists and utilizing brand service toolkit training.
- Track input maintain and audit all individual team member training records to ensure full compliance with established corporate standards.
- Develop an annual training calendar and compile periodic reports (i.e. monthly quarterly etc.) of training activity.
SPECIFIC JOB KNOWLEDGE SKILL AND ABILITY
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.
Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
Ability to read write speak and understand the English language to communicate effectively with guests and employees.
Ability to effectively deal with internal and external customers some of whom will require high levels of patience tact and diplomacy to defuse anger collect accurate information and resolve conflicts.
Ability to analyze information and make effective judgements.
- Ability to access and accurately input information using a moderately complex computer system.
EDUCATION
- High school graduate or equivalent required.
4-year college degree preferred.
EXPERIENCEMinimum of two years in Human Resources required.
Strong presentation and facilitation skills required.
Prior experience as in Learning & Development at a luxury property preferred.
Prior experience managing and administrating a detailed quality assurance and audit function at a luxury property preferred.
- Previous experience in Customer/Guest Experience highly preferred.
What are we looking for
Since being founded in 1919 Hilton has been a leader in the hospitality industry. Today Hilton remains a beacon of innovation quality and success. This continued leadership is the result of our Team Members staying true to our Vision Mission and Values. Specifically we look for demonstration of these Values:
- Hospitality - Were passionate about delivering exceptional guest experiences.
- Integrity - We do the right thing all the time.
- Leadership - Were leaders in our industry and in our communities.
- Teamwork - Were team players in everything we do.
- Ownership - Were the owners of our actions and decisions.
- Now - We operate with a sense of urgency and discipline
In addition we look for the demonstration of the following key attributes:
- Quality
- Productivity
- Dependability
- Customer Focus
- Adaptability
What will it be like to work for Hilton
Hilton is the leading global hospitality company spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across itsglobal brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!
EOE/AA/Disabled/Veterans
Required Experience:
Director
Employment Type
Full-Time
