GENERAL PURPOSE: Reporting to the General Manager, the X-IQ Coordinator is responsible for coordinating the activities required to meet quality standards.
The individual will also monitor and advise on the performance of the quality management system and produce data and generate reports on performance, measuring against set indicators. This person must also liaise with other managers and staff throughout the organization to ensure that the X-IQ system is functioning properly. Where appropriate, the X-IQ Coordinator will advise on changes and their implementation and provides training, tools and techniques to enable others to achieve quality.
ESSENTIAL DUTIES/RESPONSIBILITIES: Promote quality achievement and performance improvement throughout the organization.
Conduct quarterly meetings with the X-IQ Committee. Work assignments spawning from this meeting will require, on average, ten hours of outside committee work, every quarter. Department managers will work with the X-IQ Coordinator to ensure this time is adequately scheduled.
Work with the X-IQ Committee and General Manager to define, develop and deploy product and service quality assurance strategy, addressing all phases of operations. Work with X-IQ Committee, Department Managers and General Manager to establish, annually, X-IQ quality objectives. To this end, both the SWOT Analysis and Risk/Opportunities Matrix will be updated annually.
Conduct routine inspections of all operations to verify compliance with existing quality management standards and to recommend areas of improvement. Monitor the customer feedback system to ensure established goals are being met. Work with the X-IQ Committee to develop methods for capturing even more data.
Analyze collected data and share with all responsible parties. Review with the Retail, Parking and F&B management the current process mapping (subsection 4.4) to identify validity of existing mapping. Recommend modifications when beneficial.
Ensure all job descriptions are updated and reviewed with employees on an annual basis. Review with the X-IQ Committee the current Quality Policy and recommend updates, when needed, to the General Manager. Verify that all department managers are following the communication plan (subsection 5.2.2). Work with the X-IQ committee relative to necessary modifications.
Verify that training checklists have been signed by all employees and their associated manager or supervisor. Conduct quarterly X-IQ Committee meetings to review our Quality Management system and address any changes required. Monthly audit of the training requirement matrices to ensure departmental compliance.
All documents essential to X-IQ are controlled in revision and distribution. All documents must be approved prior to issue. The responsible manager approves all documents before they are finalized.
The X-IQ Coordinator may approve any document related to the quality management system. Review of the entire X-IQ system will occur on an annual basis. Participants in this review include the General Manager, Department Managers, X-IQ Coordinator and members of the X-IQ Committee.
All departmental standard operating procedures will be reviewed and updated annually by the respective department manager. Any / all changes must be approved by the X-IQ Committee, X-IQ Coordinator and the General Manager. One internal audit will be conducted annually by the X-IQ Coordinator and an X-IQ committee member representing their respective department(s). Results will be reviewed with the entire management team.
Que time tracking reports on Parking, F&B and Retail will be analyzed weekly by the X-IQ Coordinator. Performance to goal tracking will take place on a weekly basis. Deficiencies will be addressed immediately with the respective department manager.
Weekly review of the Corrective Action Tracker. Quarterly results will be shared with the X-IQ Committee. Departments lacking in documenting corrective action will be appropriately counseled by the General Manager.
Weekly review of the Continued Improvement Tracker. Quarterly results will be shared with the X-IQ Committee. Departments lacking in documenting continued improvement will be appropriately counseled by the General Manager.
JOB QUALIFICATIONS:Knowledge, Skills, and Abilities: Process Improvement, Analyzing Information, Strategic Planning, Verbal Communication, Informing Others, Quality Engineering, Emphasizing Excellence, Customer Service skills, Attention to Detail, Thoroughness, Dealing with ComplexityExperience:
In lieu of educational requirements, a minimum of four years in a service or manufacturing related business (employing 100+ people) providing quality assurance support and/or oversight. Supervisory experience preferred. Education: Four year college degree in a related field. Will also consider centering the position around an internship opportunity for a university student entering their senior year of college.
Xanterra Parks & Resorts