Director of Training & Quality Assurance - The Roosevelt New Orleans, A Waldorf Astoria Hotel
The iconic Waldorf Astoria property in New Orleans, The Roosevelt, is seeking a Director 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 city’s 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 60,000 square feet of meeting space, and five (5) food and beverage outlets. This includes 2 restaurants, a café, 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 hotel’s continuing effort to deliver outstanding guest service and financial profitability.

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.

EXPERIENCE

• Minimum 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.

As a Director of Training & Quality Assurance, you would be responsible for directing and administering the training and professional development function in the hotel’s 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

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