MANAGER, QUALITY ASSURANCE

Job Summary:

Conducts annual quality assurance inspections for all NHG facilities. Provides training and advisory support as needed.

Duties and Responsibilities:

- Establishes and maintains the NHG QAA Program to monitor and evaluate the effectiveness of lodging standards through the use of administrative reviews and site visits.

- Publishes annual updates to NHG program standards to the field for execution.

- Document and report product and service quality levels, as well as compliance with internal policies and processes.

- Follow a standard workflow for lodging inspections.

- Communicate ideas and strategies for hotels to correct deficiencies.

- Train all quality assurance assessors on NHG standards and monitor assessment reports and trends.

- Reviews and approves Plans of Action and Milestones (POA&M) prepared by regions and installations for achieving continuous improvement in lodging operations.

- Develop and document standards for inspections.

- Evaluate adequacy of quality assurance standards.

- Develop a confidential inspection schedule to achieve review of all NHG properties annually.

- Document and complete quality assurance report within 14 days of each visit.

- Conduct and monitor testing of new products and standards to be added to the assessment.

- Compile and analyze statistical data relating to all quality assurance reports and evaluate for trends in common failures or success.

- Prepare reports as necessary for NHG leadership and NEXCOM.

- Identify training needs based on analysis of data and communicate with training team.

- Assesses furnishings, fixtures, equipment, and amenities, during visits and informs the Director of Facility Asset Management of any finding that may require additional programming or attention.

- Provide inputs to the annual DoD Adequacy Standards report.

- Provide annual data from quality assurance assessments necessary for performance reviews, awards, etc.

- Performs the full range of direct and indirect supervisory responsibilities over team consisting of five direct reports.

- Position requires in-state and out-of-state travel up to 60% of time during the year.

Performs other related duties as assigned.

The incumbent of this position must file a Financial Disclosure Report (OGE) Form 450, as required.

Requires seven years of experience:

GENERAL EXPERIENCE: Three (3) years of experience performing responsible work in hotel operations/hospitality industry that enabled the applicant to gain a background in operational practices; skill in dealing with others in person-to-person work relationships, and the ability to analyze problems, apply sound judgment in assessing practical alternative solutions, and the ability to communicate effectively with orally both orally and in writing.

OR SUBSTITUTION OF EDUCATION FOR GENERAL EXPERIENCE: 1 year of academic study above the high school level may be substituted for 9 months of experience, up to a maximum of a 4-year bachelor's degree in Hospitality, Business, Marketing, or another related field for 3 years of general experience.

AND

SPECIALIZED EXPERIENCE: Four (4) years of progressively demonstrated experience and knowledge of policies, procedures, and guidelines specific to the hospitality industry or other related service industry operations. Such experience should include knowledge of lodging operations, quality control and branding standards, analysis of statistical data for review and drive results, and the ability to conduct operational audits, and develop training components for compliance; or similar work, which demonstrates the knowledge and abilities to perform the work of the position.