IHG Guest Experience Quality Manager - The Willard InterContinental Washington in Washington, District Of Columbia


Do you see yourself as a Quality Manager at the Willard InterContinental Washington DC ?

What's your passion? Whether you're into sports, shopping or karaoke, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

An American institution, the Willard InterContinental is located in the heart of the nation's capital on Pennsylvania Avenue, near the White House, the Smithsonian museums and the downtown business and theatre districts. With a rich historic legacy, the Willard is the Washington D.C. hotel of choice for heads of state and leaders of the world's business, cultural, social and political sectors. The hotel's 335 well appointed large guestrooms include 41 elegant suites. Dining options include the Café du Parc, a popular French bistro with seasonal outdoor seating, and the Occidental Grill & Seafood, traditional Afternoon Tea in Peacock Alley, the classic Round Robin Bar and 24 hour Private In-Room Dining. There is over 20,000 square feet of Conference and Banquet space and the hotel hosts events ranging from intimate meetings to luxurious weddings. The Willard InterContinental combines heritage, sustainability and luxury with contemporary comfort and the latest technology.

This role has overall responsibility for managing day-to-day activities of the Guest Relations Department and ensuring processes are followed and Guest feedback is analyzed and actioned. Responsibilities include: ensuring all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions, developing and maintaining procedures for monitoring calls to ensure that all calls are answered and coordinating the dispatch of amenities, services, and/or work orders to the appropriate departments and staff. You will also work with representatives from all departments to ensure the guest requests are fulfilled to exceed the Guest expectations of service.You may serve as "manager on duty" as required.


Requirements include a High school diploma, or equivalent, plus experience and/or knowledge of hotel business. Understanding of quality management practices and data collection methods. Some college with previous training in quality is desirable. You must be able to utilize computers for reporting and analysis of data and development of correspondence; promote positive work relationships; and demonstrate follow-through, organizational skills and the ability to work with minimal supervision while maintaining confidentiality. You may be required to work nights, weekends, and/or holidays.

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

So what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.


Job: Hotel General Management

Location: DC-Washington

Requisition ID: R143321