Job Description

The Quality Assurance Analyst provides written, detailed, and structured assessments to measure the attainment of defined quality standards including H&HS mission, vision, brand standards, department standard operating procedures (SOPs), and Hospitality First! Philosophy. Ability to follow given inspection templates and objectively conduct on-site walk-throughs of physical property, evaluate guest interactions, as well as reviewing current SOP’s for each department. Quality Assurance Analyst will also be given specific project tasks along with their regular inspection duties. These tasks shall have specific deadlines and specific accomplishment goals to support organizational initiatives and various programs.

UCLA Housing & Hospitality Services (H&HS) operates all on- and off- campus university-owned housing complexes incorporating almost 10 million gross square feet, generating approximately $240M in annual revenues. In addition. H&HS is responsible for UCLA Guest House, UCLA Conference Center and Bruin Woods Family Resort at Lake Arrowhead, the newly opened 254-room UCLA Meyer and Renee Luskin Conference Center, UCLA Dining Services, UCLA Vending Services, UCLA Catering, and other supporting departments such as H&HS IT, Housing Services, etc. The Hospitality Quality Assurance Analyst supports and administers process improvement measures, hospitality training, quality assurance presentation, and such. This individual will report findings and make recommendations to leadership on opportunities to increase service excellence, and being part of a H&HS Quality Assurance team that emphasizes continuous improvement in the organization.

Job Qualifications

BA Degree with a focus in hospitality, communications, human resources, business, education or organizational development, or equivalent combination of education and experience.
Required

Extensive experience facilitating meetings, planning sessions and training programs.
Required

Proficient in anticipating and understanding business needs and taking the initiative to drive solutions in effective value-added ways.
Required

Demonstrate ability to understand all parts of the organization and their interdependencies and use that knowledge to influence and make decisions
Required

Demonstrated skill in analyzing reports and developing training materials, handouts, and other visual aids in according with department policies and procedures.
Required

Ability to establish and maintain cooperative, trusting working relations with coworkers and other University personnel
Required

Ability to set goals and priorities that accurately reflect the relative importance of job responsibilities when faced with fluctuating workloads, conflicting priorities, and deadline pressure to accomplish required goals and objectives.
Required

Minimum 2 years of experience with Lean Six Sigma, or similar project management and process improvement experience.
Required

Skill in working independently and following through on assignments with minimal direction and by assigned deadlines
Required

Demonstrated skill in using desktop computer, printer and scanner, including software for tracking/inputting training data for analysis and preparing and presenting training programs/manuals and other classroom materials.
Required

Ability to write concise analytical reports as they relate to training summaries and recommendations; injury analysis.
Required

Ability to communicate clearly in English to deliver training and describe standard operating procedures.
Required

Ability to occasionally work a flexible schedule to accommodate training for operational units with varying work schedules
Required

Working knowledge and experience with adult learning theory and workplace training, with the ability to select appropriate methods for training.
Required

Skill in communicating, listening perceptively, interacting sensitively and diplomatically with people from various social, cultural, educational and economic backgrounds to convey awareness and understanding.
Required

Knowledge and experience with multi-cultural and diversity issues that impact the work environment. Able to address such issues in a productive manner with colleagues throughout the organization.
Required

Demonstrated ability to appropriately handle confidential and sensitive information and/or documents.
Required

Highly responsible, sound professional judgement and strong time management skills required; ability to maintain confidentiality and discern priorities.
Required

Advanced skill in writing in order to produce professional, clear and compelling proposals, training presentations and job aids, and routine business correspondence; and the ability to evaluate and edit any of these for content, style, and format.
Required

Skill in organizing material, information and people in systematic ways to accomplish team goals.
Required

Ability to keep a positive, professional attitude and presence at work when communicating guests and team members at all levels of the organization.
Required

Extensive experience and high skill level using Microsoft Office Suite including Outlook, Excel, Word, PowerPoint, and Visio.
Required

Working knowledge of University policies and procedures relating to Staff Personal policies.
Preferred

Previous experience working in the hospitality industry
Preferred