Quality Consultant (WI)

About Us: 

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, there’s countless opportunities at your fingertips.

We’re growing; grow with us.

***This is a remote role in Madison, WI***

***Travel up to 45-50 weeks per year***

KEY RESPONSIBILITIES

Job Summary – (Role Summary)

Drive hotel performance and consistency through standards evaluations and quality processes in an assigned regional area for both: Franchise and CMH (Company Managed) hotels. Analyze guest feedback to identify areas of opportunity. Consult with hotel management and develop action plans by reviewing available data and recommending strategies for improvement. Support growth initiatives by delivering real time data from the field.

Essential Duties and Responsibilities – (Key Activities)

• Work with assigned portfolio of hotels to evaluate and document product quality levels through the use of the standardized Standards Evaluation process and software. 
• Schedule and conduct onsite visits with focus on hotel openings, standards Evaluations and re-visits in order to measure overall quality and consistency levels pertaining to brand standards, life safety, cleanliness, physical condition and design and construction. 
• Schedule and conduct Specialized Visits: 
  • De-identification visits of hotels no longer in the system, to meet stipulations in the License Agreement
  • Incident reports to record physical damage and potential health concerns
  • Construction visits to deliver real-time data regarding building progress
  • Guest satisfaction focused visits to increase hotel performance
  • Participate in any assigned projects
• Consult with hotel management and/or ownership on opportunities to drive consistency, improve physical condition and service levels. 
• Develop action plans as a guide for hotel management/ownership; listing any opportunities and actions required for improvement along with target dates for completion. 
• Review recent guest surveys via Heartbeat to determine proper corrective actions to be taken.
• Prepare and provide short recap to internal business partners, recapping the hotel visit, findings and recommendations. 
• Ensure understanding and compliance of newly introduced Guest Love Compliance program. 

REQUIRED QUALIFICATIONS

Education – 

Bachelor's Degree in Business, Hospitality Hotel Administration, or a relevant field of work, or an equivalent combination of education and work-related experience. 

Experience –

Minimum 3 to 5 years progressive work-related experience in hotel operations or equivalent preferred. Demonstrating proficiency in multiple disciplines/processes related to the position. 

Technical Skills and Knowledge –

• Demonstrate clear and concise communication skills, including adapting both verbal and written communication to the needs and level of the audience.  Required to use consultative and persuasive communication skills to effectively implement programs or resolve compliance issues with hotel owners/operators. 
• Demonstrate working knowledge of personal computers; including Microsoft applications (Word, Excel, PowerPoint, Outlook, SharePoint etc.).
• Demonstrate ability to effectively manage time, effectively schedule appointments and travel to maximize efficiency and minimize cost. 
• Demonstrate the ability to maintain a consistent, high quality customer-focused orientation, and to respond to individuals in a manner and timeframe promised, or follow up to explain status.
• Knowledge and understanding of quality standards and procedures in a hotel environment.
• Attention to detail and ability to manage multiple tasks required. 

Decision making responsibilities (Key Decision Rights)

• Effective consulting skills to assist hotels with highly specialized/technical guest experience and operations issues (e.g. Product, Quality, Service, Food & Beverage).
• Makes decisions concerning scheduling. Frequency of visits based on previous assessment results and/or Overall Satisfaction scores. 
• Manages home office and travel costs within established budgetary restrictions.  Takes questions or problems to Regional Manager or Director for assistance.
• Interacts with hotel ownership/management, making recommendations and identifying critical improvement areas.
• Communicate with internal business partners to ensure alignment on key focus areas within hotels.

CONTACTS (Key Relationships)

Internal Key Relationships

• Franchise Performance Support: provide evaluation results and align on hotel opportunities
• Architecture & Design: provide/receive input regarding property improvements and evaluation results.
• Legal Department: concerning license agreements Failure/Default and Termination/De-identifications.
• Commercial Organization: provide input on brand standards compliance and feedback from hotel operators.
• Hotel Operations Support: align on key hotel initiatives that drive performance and provide feedback.

External Key Relationships

• Franchisees and Operators: provide feedback and recommendations on quality, guest satisfaction, standards and operation guidelines that drive hotel performance and consistency. 

PHYSICAL REQUIREMENTS

• Ability to travel extensively, 45-50 weeks per year.
• Majority of work performed in a hotel environment. 
• Working day consists of walking and standing extensively.

What We Offer

We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law. IHG is committed to promoting a culture of inclusion where everyone feels safe, respected, and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.

Pay Transparency: 

The salary range for this role is $73,000 to $75,000. This range is only applicable for jobs to be performed in Madison, WI.  This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. 

***This job is also eligible for annual bonus pay.***

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees. 

You can apply for this role through the link below (or through internal career site if you are a current employee).

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.