Summary
This position serves as the Quality Assurance Analyst and Training Coordinator within the Rooms Department of the New Sanno Hotel, a world-class, four-star hotel in downtown Tokyo. Incumbent performs a wide variety of work assignments supporting hospitality operations at the New Sanno.
This job is open to
Clarification from the agency
Who May Apply: SOFA sponsored applicants (current Military Spouse Preference, Family Member Preference, and current Federal employees) currently residing in the Kanto Region area to include SOFA Seeking Applicants.
Duties
Incumbent coordinates quality assurance inspections and reviews to support operating standards and to plan, arrange, schedule, coordinate and register training while assisting management in providing adequate and timely training to personnel.
Quality Assurance
- Implements, conducts, and administers quality assurance/process improvement programs and training to support the New Sanno Hotel (NSH) and its operating standards.
- Works with various NSH personnel and assists management in developing corrective actions.
- Evaluates performance and policy compliance, developing corrective measures as applicable.
- Conducts periodic quality assurance inspections of public areas and guestrooms to ensure acceptable levels of cleanliness and material condition.
- Monitors and evaluates effectiveness of the Quality Assurance program through inspections, interviews with supervisors, managers, staff members, guests and residents.
- Ensures guest privacy/security is maintained at all times
- Professionally interacts with guests
- Answers guest questions concerning hotel facilities; and provides information about local attractions.
- Provide assistance in handling customer complaints, involving management as necessary.
Training
- Plans, develops, coordinates, markets, conducts and documents all training and maintains comprehensive training programs for NSH operations.
- The incumbent must prepare and maintain an up-to-date local training schedule. Training will include the use of Navy approved training programs and approved non-Navy training materials.
- Works with department heads to set up and coordinate formal and/or informal training through the use of web-based training, books, lectures and other means of training.
- Tracks training progress and monitors training completion.
- Ensures mandatory Fleet and Family Readiness training; hospitality-related training and mandatory annual training (EEO, Ethics, Prevention of Sexual Harassment, etc.) is provided and tracked.
- Serves as primary liaison with the Regional Training Specialist to schedule training and may be required to prepare a training or conference room for outside contractor training.
- The incumbent will provide guidance and direction to department heads and employees in the development of the Individual Development Plans (IDP)
- Responsible for ensuring mandatory annual training (EEO, Ethics, Prevention of Sexual Harassment, etc.) is conducted.
- Other related duties as assigned.
Requirements
Conditions of Employment
- Satisfactorily complete all background checks to include National Agency Check with Written Inquiries (NACI).
- Incumbent must be able to work varied work schedules to include evenings, weekends, and holidays.
Qualifications
Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs.
- Knowledge of quality assurance principles, practices, and procedures; techniques and leadership skills in coaching others; and the ability to coordinate various types of training programs (i.e., STAR service, CARE etc) is required.
- Must possess excellent communication skills and must possess fluent command of the English language, understand and use proper grammar, and be able to communicate clearly and effectively to all levels of personnel in the organization, both verbally and in writing.
- Must be able to use basic computer software such as Microsoft Word, Excel and Power Point and have a working knowledge of the property management system.
- Must understand the daily operation of a hotel to include safety, environmental and fire prevention regulations and practices; hotel management procedures; and front desk, housekeeping, and maintenance operating principles and practices.
- Ability to determine and document any areas that may need improvement, review policies and improvise plans to improve upon the existing quality standards, review and analyze the effectiveness of the modifications made, and the ability to inform management and staff regarding the specific requirements needed to implement improvements and/or maintain service and operating standards.
- Must have the ability to work independently and in harmony with all levels of personnel inside and outside the organization to include CNIC, regional and installation/site level staff.
- Must possess a welcoming manner and positive attitude when dealing with customers.
Education
- When education is a basic requirement for the position, or when substituting education for experience, applicants MUST submit a copy of high school transcripts, college transcript, or a list of courses, which includes grades earned, completion dates, and quarter, and/or semester hours earned as part of the application package.
- Foreign education must include evidence that it is comparable to education received at accredited educational institutions in the United States.
- Transcripts from foreign colleges must be evaluated for U.S. equivalency in order to be considered. Applicants are responsible to obtain and submit proof of creditability of education as evaluated by a credentialing agency, which is a private U.S. organization. Credential evaluations are not free and applicants are responsible for the cost of the selected service.
- All substitutions of education for experience will be made in accordance with OPM approved qualification standards.
- To receive consideration for a non-related degree or eligibility based on a combination of education AND experience, a college transcript is required.
- All transcripts MUST show student's name and the name of the awarding university or educational institution, degree type, awarded/conferred date, and the field of study.
- Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education are acceptable to meet positive education requirements or to substitute education for experience.
- For additional information, please go to the Office of Personnel Management (OPM) and the U.S. Department of Education websites at http://www.opm.gov/qualifications and http://www.ed.gov/admins/finaid/accred/index.html
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Applicants with minimum qualifications will have:
- The minimum Office of Personnel Management (OPM) qualifications for the Management and Program Analysis (0343) series:
- a bachelor's degree OR
- at least three years of general experience OR
- a combination of education and general experience which, when combined, meets the OPM standard.
- At least one year of experience in a hospitality operation
Applicants who meet minimum qualifications will be further evaluated for:
- Years of experience with planning and documenting a comprehensive training program for employees
- Years of experience with Quality Assurance, such as the review of policies to improve upon existing quality standards, the review and analysis of current policy effectiveness, and the ability to inform management and staff regarding the specific requirements needed to implement improvements
- Possession of a bachelor's degree (or higher) in Hotel/Hospitality Management, or current enrollment in such a program.
All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.
Required Documents
The following documents are required at the time of application:
- Resume
- Proof of education/training: provide a copy of your awarded/conferred college transcript(s), if degree hasn't been conferred provide copy of HS Diploma, GED, or equivalent
- If applicable, proof of certification as an Accredited Financial Counselor (AFC)
- If claiming Department of Defense (DOD) Non-appropriated Fund (NAF) Business Based Action (BBA) priority consideration: provide a copy of the notice of separation.
- If claiming Military Spouse Preference/Family Member Preference or SOFA Status: provide a copy of PCS orders and Family Entry Approval (Military) or Sponsor's Letter of Employment (Civilian).
- If claiming Veteran's Preference: provide a copy of your DD-214 (Member 4 copy) and any supporting documentation (SF-15, V.A. disability letter, proof of service, etc.).
- If a current or former Federal Employee: provide a copy of your most recent Personnel Action Report (PAR) or SF-50.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to Apply
To be considered for this vacancy you must apply and complete the online questionnaire and submit the documentation specified in the Required Documents section above.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application.
To preview the Application Questionnaire, please click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12549935
It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date.
Additional information on how to complete the online application process and submit your online application may be found on the https://help.usastaffing.gov/Apply/index.php?title=Applicant
To verify or check the status of your application, log into your USAJOBS account. Once logged in, the Welcome screen lists your applications, your application status and the date it was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status
DON is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, national origin, religion, sex, age, mental or physical disability, genetic information, reprisal, marital status, political affiliation, sexual orientation, or any other non-merit factor. The DON provides reasonable accommodations to applicants with disabilities. Applicants with disabilities who believe they may require reasonable accommodation(s) should email their request to MILL_HQ_NAF_HR.FCT@navy.mil to ensure proper consideration is given.
Next steps
Please ensure that your resume and supporting documents contains all the information requested in the vacancy announcement. If your resume and supporting documents do not provide all the information requested on this form and in the job vacancy announcement, you may lose consideration for the job.
All applicants will be notified regarding their status by email. Applicants will either be contacted for an interview or sent an email of non-selection 3-6 weeks after the announcement cut-off date. Please note that if you provide an inaccurate email address or if your mailbox is full or blocked (e.g., spam-blocker), you may not receive important communication that could affect your consideration for this position. This announcement may be used to fill additional vacancies within 60 days of issuance of selection certificate.
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