Red Roof is a leader in the economy hotel market with both franchised and corporate owned properties, serving millions of guests each year. The company and its hotels are known for a warm and welcoming spirit, along with higher-end amenities at an economy price. With coast-to-coast locations, Red Roof has over 330 properties. Currently completing a $250 million renovation, every Red Roof will feature Smart-by-Design®, value-added amenities that are simple and economical, yet meet the needs of the typical Red Roof guest. The Columbus, Ohio-based company has over 4,500 employees.
Job Description
Position Summary
The Quality / Operations Manager will maintain and oversee a technology-based Quality and Training program for inn personnel in order to improve Red Roof Inn Sales, Profitability, Service, and Operations Performance. The position will support both corporate and franchise operations. The position will work with field management to implement appropriate learning solutions, track learning completions and monitor learning/performance metrics in the field. The position will also oversee daily contact center operations and manage a team of operational supervisors.
Position Responsibilities
Manages brand quality programs (Contact Center and Field level) related to Operations excellence, including but not limited to Service, Sales, Systems (Property Management System/CRS) and other operations initiatives
Works with field management to improve inn level customer service and sales efforts of Guest Service Representatives
Partners with corporate training and Operations Quality Leadership to develop innovate approaches to meeting goals
Assists in developing Management Quality Training (MQT) and other franchise quality/service training programs
When appropriate, assists in delivering MIT (Management in Training) curriculum at Training Center in Columbus, Ohio
Drives production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans of the contact center.
Develop and execute user acceptance test plans; planning and controlling implementations.
Accomplishes call center objectives by working with HR to recruiting, selecting, orienting, training, coaching, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management
Other duties as assigned
Job Requirements
Position Requirements
Bachelor's degree or equivalent work required
Minimum 3 years training experience in a training role required
Hotel, hospitality, or service experience preferred
Instructional design experience a preferred but not required
Must be able to speak with impact; must have experience delivering both classroom and technology based learning solutions
Must be able to relate to a diverse workforce and can effectively influence others throughout the organization
Must be able to work independently and leverage relationships to accomplish goals
Highly adaptable to change and strong organization skills are critical
Strong written and verbal communication skills required
Creative thinking and being open to new ideas and innovation strongly preferred
Must be proficient in Microsoft Office and have working knowledge of training software and other computer programs
