Director, Quality & Brand Rep

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.

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

• Leads the department on guest experience platform.
• Manage day-to-day vendor relationships, checkpoints, tactical implementation of programs, pilots, and initiatives.
• Collects, reconciliates, and communicates guest experience data.
• Provides guest experience analytical support on organizational strategic projects and initiatives (renovations, dispositions, pilots, etc.)
• Supports companywide distribution of guest experience data, training materials, and insight.
• Coordinates with the company's Brand, Operations, Franchise, Guest Relations, and Commercial teams, etc. in support of programs that drive guest experience and / or improve associate experience.

Quality Assurance

• Administers and drives strategies of ESA's Quality Assurance Program, including product quality and mystery shop audits.
• Manages vendor relationships and oversees audit platform audit builds, maintenance and reporting.
• Analyzes QA results, identifies trends, produces regional and company roll ups, and recommends corrective actions.
• Provides training to internal teams, field staff, and franchisees on QA processes and brand standards.
• Collaborate with Safety & Security, Facilities, HR, and other departments for cross-functional audits.

• Other Brand team, committee, and/or cross discipline responsibilities as assigned by the Chief Brand Officer
• All other duties as assigned

• Strong leadership and ability to influence cross-functional teams.
• Expertise in brand standards development and quality assurance processes.
• Excellent communication and presentation skills across all organizational levels.
• Analytical skills for data interpretation and trend analysis.
• Proficiency in Microsoft Office; advanced Excel preferred.
• Strong project management and organizational skills.

• Hybrid office/remote work environment.
• Up to 20% travel for field training, corporate meetings, and conferences.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to work in a fast paced, changing environment with multiple priorities.
• The noise level in the work environment is usually moderate.

• Bachelor's degree in Hospitality, Business, or related field.
• 7+ years in hospitality industry with 5+ years in brand management or quality assurance leadership.
• Experience with franchise operations and geographically dispersed teams.

• Familiarity with hotel operational processes and quality control systems.
• Prior experience integrating brand standards with QA programs.

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.