Director, Quality & Brand Rep

POSITION PURPOSE AND SUMMARY

The Director of Quality & Brand Reputation is responsible for defining, implementing, and maintaining Extended Stay America's Brand Standards, Quality Assurance programs, and Guest experience platform to ensure consistency, compliance, and exceptional guest experience across all company-owned and franchised properties. This role will drive overall Quality and Guest satisfaction through the development, communication and execution of brand standards, quality audits, management of vendor relationships and associated platforms, as well as cross-function collaboration to drive operational excellence and brand integrity.

MAJOR / KEY JOB DUTIES

Brand Standards

• Owns the company's Brand Standards, ensuring all activity surrounding the standards (documentation, revisions, versioning, publishing, communication. Etc.) are completed and scheduled with regular cadence
• Ensures the company's Brand Standards are aligned with the Brand Value Proposition, and likewise consistent with the Economy and Mid-Scale Extended Stay hotel segment respective of brand.
• Documents all specifications for standards and provide relevant details necessary for a hotel to be compliant with such standards (e.g. size, quantity, material, etc.)
• Creates and trains both owned and franchise hotels (in conjunction with the Training team) SOP's, visuals, video or other necessary collateral for the purpose of communicating process around standards implementation (e.g. item placement, folding, etc.)
• Recommends additional modifications or changes to standards with input and feedback from other areas of the organization. i.e. Franchise Services, Operations, and Marketing.
• Ensures standards are accurately measured within the company's Quality Assurance Programs.
• Collaborates cross-functionally with the Procurement team on ensuring products and materials in support of standards are reasonably available for purchase. Likewise, defines specific products that may be necessary to purchase directly from specific ESA partners.
• Designs, implements, and administers Brand Programs to reinforce Brand Standards, Quality, and Guest experience.

Brand Reputation

Quality Assurance

OTHER DUTIES

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

ENVIRONMENTAL JOB REQUIREMENTS

MINIMUM QUALIFICATIONS

PREFERRED QUALIFICATIONS

ESA Management, LLC is an Equal Opportunity Employer. It is the policy of ESA Management, LLC to treat applicants and associates in all aspects of the employment relationship without regard to race, color, religion, creed, sex, pregnancy, age (as defined under applicable law), national origin or ancestry, disability status, veteran status, genetic information or any other characteristic protected by federal, state or local laws.