Manager, Quality & Training

Reporting to the Hotel Manager with a dotted line to the Director, Talent & Culture, the Manager, Quality & Training is responsible for providing a strategic approach to Training and Operational Service Excellence. This individual needs to act as a role model for our brands mission, service culture and values. This position will champion all operational training and service improvement initiatives – analyze guest and colleague feedback, communicate, implement and ensure understanding of the importance and value of utilizing the systems and tools in continuously improving the key strategies to achieve the hotel goals.  The Manager, Quality & Training will partner with and support all hotel leaders in meeting and/or exceeding their goals relating to Guest Centric Measurables.

Why work for Fairmont Pacific Rim?

• Wonderful company culture – our colleagues are at the heart of all we do
• A competitive salary starting at $75,000.00
• Excellent training with the opportunity to build a successful career
• Competitive extensive benefits package including health, paramedical, dental, vision, life and disability insurance for those meeting eligibility requirements
• Company-matched pension plan and ability to enroll in the Group
• Complimentary hotel stay for newly hired employees with breakfast for two through BE OUR GUEST program
• Complimentary work meal through our Colleague Dining Program
• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities
• Career development opportunities with national and international promotion opportunities

What you will be doing:

• Champion Art of Hospitality (Forbes, LQA and AAA) hotel wide and all associated with it in evaluating results year on year through gap needs analysis.
• Responsible for the coordination of operational training for the hotel, including:
  • Review, plan and deliver annual operational monthly training plans and execute trainings and monitor such.
  • Chair Service Excellence Committee monthly meetings to ensure seamless service according to our standards based on guest feedback.
  • Coordinate & execute the Service Excellence monthly meetings to ensure Guest Centric Measurables/data analysis and operations standards are included in training and such in the form of action plans and more.
  • Interview prospective Departmental Trainers, along with Division Heads, Talent & Culture, to assure fit to the role and responsibilities and facilitate a continuous learning culture.
  • Conduct regular training needs analysis to help ensure our training tools (Job Task Check Lists (JTCs), Departmental Bite Sized Trainings, Standard Operating Procedures’/Syllabus/Sequence of Service etc.) are aligned with and address hotel Pac Rim standards (Forbes & LQA) and are ingrained in training processes. Ensure that SharePoint is updated and reviewed monthly on usage and access to systems.
  • Follow up and support Departmental Heads to ensure that departmental training is ongoing in their respective areas and meets all requirements outlined in the Service Excellence Committee meetings with the relevant teams.
  • Partner with Talent & Culture to align and deliver hotel operational training to overall learning programs at Fairmont Pacific Rim, as well as to coordinate any external operational training needed for the hotel.
• Work one on one with departmental leaders to uphold service excellence standards
• Training leader and departmental trainers to deliver meaningful and consistent learning experiences
• Be visual and active in Operations and a support in peak times of Operations to monitor and assist colleagues and guests as and when required
• Analyze TrustYou (VOG) feedback
  • Work with Operations Teams on top issues at both a Division head level and Departmental trainer level.
  • Communicate key drivers of guest satisfaction by producing monthly reports and providing insight and recommendations, trends, service gaps and opportunities for improvement.
• Own the Guest Recovery (SCORE) process
  • Training
  • Tracking
  • Analyze, reports and reduce the recurrence of trend defects
• Handle guest resolution when escalated
• Work with departmental leaders to develop and maintain a robust quality control within the hotel through
  • Internal Auditing, Executive on Duty Programme
  • Hotel Walkthroughs particularly related to product defects that reoccur
  • Facilitate process improvement initiatives.
• Educate and train new Leaders/Colleagues on the foundations of the service excellence models and processes, how to use those tools for continuous improvement that can also help with individual performance of colleagues.
• Responsible for working with the Departmental Trainers, Department/Division Heads for all new colleagues on boarding in ensuring that their 21, 45 and 90 day reviews are conducted/documented and submitted timely and that testing, coaching actions is done between the 45 and redone at the 60 day period to be able to determine the success of new joiners in delivering to company expectations/standards in all areas.
• Support the Talent & Culture team with certified Trainings and Corporate training programmes.
• Other duties as assigned by the Hotel Manager

 Your experience and skills include:

• Minimum of 2 years in a similar role is an asset
• Passion for guest service
• Excellent English written and verbal communication, interpersonal and leadership skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Degree or Diploma Hospitality Management is an asset
• Strong guest service and training skills background required
• Ability to work independently, prioritize responsibilities and multitask
• Experience with a Hotel loyalty program an asset
• Computer proficiency in Opera & MS Office (Word, Excel, PowerPoint)
• Be familiar with Fire Safety practices and emergency procedures

Visa requirements: Successful candidates must be legally eligible to work in Canada. The hotel is unable to assist candidates with Canadian work authorization.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS #GREATPLACETOWORK