**Job Number**
**Job Category** Procurement, Purchasing, and Quality Assurance
**Location** Mexico Regional Office, Ejercito Nacional No. 350 Suite 4C, Mexico City, MÉX, Mexico VIEW ON MAP
**Schedule** Full-Time
**Located Remotely?** N
**Relocation?** N
**Position Type** Management
**J**JOB SUMMARY**
The position is responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the Quality function and builds support for change.
**CANDIDATE PROFILE**
Education and Experience
- 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
OR
- 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
**CORE WORK ACTIVITIES**
**Managing Quality Assurance Goals**
- Coaches managers on adopting the Total Quality Management leadership style.
- Conducts monthly audit to ensure compliance with company and brand standards
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Directs property quality efforts to address critical customer requirements.
- Assists with regional and/or company-wide implementation of company best practices.
- Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.
**Managing Quality Tools**




- Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
- Uses data collection methods to compile, display, track, and analyze defect trends.
- Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
- Analyzes issues and identifies trends.
**Managing the Guest Experience**
- Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
- Responds to and handles guest problems and complaints.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Models service behaviors that meet or exceed guest expectations.
**MANAGEMENT COMPETENCIES**
**Leadership**
- **Adaptability** - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
- **Communication**:
- Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
- **Problem Solving and Decision Making** - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
- **Professional Demeanor**:




- Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
**Managing Execution**
- **Building and Contributing to Teams** - Actively participates as a member of a team to move the team toward the completion of goals.
- **Driving for Results** - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
- **Planning and Organizing**:
- Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
**Building Relationships**
- **Coworker Relationships** - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- **Customer Relationships**:
- Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
- **Integral Mindset**:
- Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
**Generating Talent and Organizational Capability**
- **Organizational Capability**:
- Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational

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