Manager, Quality Assurance

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Reports to the Director of Market Research. Primarily responsible for management, analysis and reporting results of Guest and Meeting Planner satisfaction surveys, including vendor management, contract/pricing management, communication (written, verbal and formal presentations) and partnership with the corporate stakeholders (Operations, F&B, Marketing, Sales, Development, HR/Compensation, etc.) and hotels


Job Description:


Responsible for managing Global Guest Satisfaction/Loyalty study, Meeting Planner Satisfaction/Loyalty study and online reporting site (QRS)
Primary vendor contact and management associated with special proprietary projects appended to these studies
Primary vendor contact and management for syndicated research related to Customer Satisfaction and Loyalty
Compile and analyze data and identify trends, from sources including proprietary research and syndicated studies, and the communication (written, verbal, formal presentations, etc.) of those findings
Complete ad hoc reports for Senior Management, hotels and corporate stakeholders (Operations, F&B, HR/Compensation, etc.)
Responsible for relationship-building with corporate stakeholders and hotels
Responsible for providing guidance and feedback to hotels on their satisfaction and loyalty scores
Responsible for traveling and conducting work sessions with individual properties to
improve the levels of guest/meeting planner satisfaction and loyalty, based on hotels' individual needs
REQUIREMENTS3-7 years of business experience, at least 3 years must have been in a project management capacity, marketing research experience strongly preferred
Strong analytical skills and the ability to convey research findings to a non-research audience and turn findings into actionable recommendations
Strong organizational skills and high detail-orientation, with the ability to heavily multi-task
Excellent communication skills - written, verbal and presentation
Relationship-building skills, at multiple levels that would be analogous to Hyatt's corporate and local levels
Proficient in Excel, Word and Power Point
Experience with SPSS and Access a plus
A can-do attitude, customer-service orientation and potential leadership skills
Record of innovative, fresh thinking and ability to find new ways to solve old problems
Willingness and flexibility to travel
Hotel experience a plus