The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts. 36 hotels representing almost 11,000 rooms in 28 countries, with 18 hotels in Asia, 13 in The Americas and 13 in Europe, Middle East and North Africa. In addition, the Group operates, or has under development, 14 Residences at Mandarin Oriental connected to its properties.

The Hotel

Set at the heart of the US capital, Mandarin Oriental, Washington DC has redefined luxury in the city. Just streets away from the nation’s most revered monuments and the Smithsonian Institution, the hotel is also within easy reach of Capitol Hill and the excitement of downtown D.C.

Strategic Intent

It is the mission and intent of this position that the incumbent will take responsibility for the monitoring and collection of data relevant to the Quality Assurance initiatives of the Hotel.

Scope of Position

The Director of Quality Assurance is responsible for, but not limited to, the coordination of the efforts to ensure the quality assurance of service throughout the Hotel. He/She will work with all departments on their quality goals, ensuring our standards are being met and assisting departments to achieve these goals. He/She will compile, analyse, and respond to our guest feedback surveys and administer hotel efforts to maintain and/or improve consistency of services that affect guest satisfaction and experience.

Organizational Structure

The Director of Quality Assurance will report directly to the Hotel Manager.

The incumbent must foster strong bond with the Executive leadership of the hotel and work well with all department heads to ensure our quality standard are met throughout the hotel.

Duties and Responsibilities

• Support & communicate the Company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission statement.
• Support & communicate the Company’s philosophy and company culture through the use of Departmental Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
• Support & communicate the Company’s philosophy and company culture through the use of Guiding Principles and D.E.L.I.G.H.T as part of ensuring Guest Satisfaction and the achievement of our Mission Statement.
• Facilitate adherence of all colleagues to established mystery shopper standards (MOQA).
• Responsible to coordinate, distribute and follow up on all quality inspections to ensure that resources are properly utilized and corrective actions are implemented.
• Work with Department Heads and the Hotel Manager on quality audit feedbacks and follow up.
• Conduct internal quality audits of all operational departments in conjunction with their department heads
• Create, coordinate and analyse standards testing opportunities in all Operational Departments.
• Manage all TrustYou survey feedbacks – replies, analytics, and adequate follow ups
• Lead collection analyse and configure of Trust You data in a format that can be successfully utilized by Departmental Managers in creating action plans and cross collaboration initiatives amongst departments..
• Keep colleagues informed & up to date on guest sentiments and feedbacks
• Identifies quality improvement trends and effectively communicates issue to the respective Division and Department heads
• Lead the monthly quality meeting and any other pertinent meeting about quality
• Operate guest centric operations efficiently and with hotel profitability and the guest experience in mind.
• Be a key driver in the coordination, facilitation and follow through of the Quality Assurance Taskforce and PST initiatives.
• Conduct benchmarking of competitive market (local and sister properties) to uncover innovative ideas and opportunities that could be tailored to
• Review LST and SOP manuals to ensure up-to-date and assist in the development of departmental trainers through Train the Trainer.
• Assist L&D in training initiatives that promote and support improvement in quality and consistency of service delivery throughout departments.
• Maintain a good working relationship with other departments.
• Set example for all colleagues to emulate by complying with all hotel policies and procedures.
• Perform a variety of other duties as assigned and responsibilities as requested.

Requirements

• A minimum of 2-5 years’ experience in luxury Hospitality.
• Must possess ability to coordinate with multiple tasks.
• Must possess strong organizational skills.
• Computer literacy to include: Microsoft Word, Excel, PowerPoint, Microsoft Outlook, etc.
• Excellent communication skills both written/verbal.
• Problem solver Able to collaborate with multiple stakeholders.
• Requires high levels of interaction with all members of staff. Exchanging ideas, information and opinions with others to formulate programs and arrive jointly at decisions, conclusions and solutions.
• Possess high degree of stamina, agility and flexibility
• Able to present themselves with an uplifting personality as well as presenting a high degree of confidentiality
• Proficiency in Problem Solving techniques and data analysis

• Prior experience in a Union Hotel environment, preferred
• Four year college degree preferred.
• Experience in other operating departments in a luxury environment preferred.
• Experience in strategic planning and problem resolution preferred.
• Past experience driving quality and standards by focusing on analytics

Purpose

Customer focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information (or preferences) and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect.

Process

Drive for results

Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Functional & Technical Skills

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Organizing

Can marshal resources (people, funding, material, support and time) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources and time effectively and efficiently; arranges information and files in a useful manner. Sets clear goals and responsibilities, monitors progress and results.

Problem Solving

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. Makes good decisions based upon a mixture of analysis, wisdom and experience.

People

Developing others

Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; encourages people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental and talent management system in the organization; is a people builder.

Interpersonal savvy

Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Building effective teams

Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Directing others

Is good at establishing clear directions; sets stretching goals; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

Sizing up people

Is a good judge of talent; after reasonable exposure, can articulate the strengths and limitations of people inside or outside the organization; can accurately project what people are likely to do across a variety of situations.

Personal

Self Development

Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits. Picks up on the need to change personal, interpersonal, and managerial behavior and seeks feedback.

Ethics and values & Integrity

Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches. Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes and flaws.

Humility

Can get things done quietly without unnecessary noise; quickly admits flaws and mistakes; is careful to make others comfortable; is authentic; helps others save face in difficult situations; maximises the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others.

Composure

Is cool under pressure; does not become defensive or irritated when under pressure or when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Approachability

Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.

Working with us means…

We are dedicated to delighting our guests and colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

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Equal Employer Opportunity statement

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.