Hard Rock International

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# of Openings 
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Hotel Operations

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The Data Quality Manager is responsible for the content and configuration of the Enterprise CRM database for Hard Rock Hotels. The Data Quality Manager provides operational support to hotel partners in their effective utilization of guest profile data to enhance guest recognition, service delivery and revenue optimization. The DQM is responsible for data and quality integrity metrics and continuous improvement of operational data quality.  Gathers improvement and enhancement requests from local and central CRM users and coordinates these with the Guest Data Governance team for approvals and prioritization.


  • Maintain value rankings and underlying business logic for future Recency, Frequency, Monetization ranking methodology
  • Undertake user-acceptance testing [UAT] of future enhancement and maintenance releases of the Cendyn CRM application
  • Maintain and monitor all-party compliance with standard PMS, CRM, CRS, LPS guest related codes and descriptions, including: Guest Title, Source of Business, Market Segment, Channel, Rate Plan, Room Type, Language, Nationality, (common) Preferences, VIP codes.
  • Maintain and publish updates to the Guest Data Entry SOP Manual
  • Maintain and publish updates to the Guest Data Sharing Rules Matrix
  • Maintain data sharing rules in eNgage
  • Daily review of database content for accuracy and integrity
  • Resolution of data discrepancies and spot-checking of changes to guest profile information and common guest preferences/requests
  • Monitor contents of Guest Service Order fields for appropriateness
  • Collate, interpret and report on key data quality metrics as required
  • Monitor and report on the health of all Cendyn CRM related interfaces
  • Liaise with IT and Cendyn on the maintenance and administration of the production CRM and CRM-related interface environments
  • Exercise control over all data related processes and methods used by the data stewards and data custodians.
  • Support properties in guest profile de-duplication, adherence to data quality standards and guest data input policies
  • Compile, analyze, and deliver data quality metrics to senior management on all data processing metrics
  • Drive the strategy and information needed for decisions on how to invest into the data infrastructure
  • Focus on proactive data governance, quality, and usability across a variety of teams and platforms
  • Collaborate in the creation of SOPs and Training guides as required to train the staff on data integrity and quality
  • Maintain a business intelligence ecosystem to analyze data quality
  • Develop and manage all data quality and transformation standards for all data feeds that run multiple times per day


  • Minimum of 5 years’ experience in CRM data management
  • Must have a degree in applied mathematics, hospitality management, business management or similar from an accredited institution.
  • Possess a deep understanding of data sets and modeling
  • Must possess excellent leadership, strategic planning, communication, interpersonal and problem solving skills
  • Possess extensive knowledge and grasp of CRM systems and database platforms
  • Must have extensive knowledge of data management processes and BI tools.
  • Must be a self-starter with an entrepreneurial spirit.
  • Must be able to travel as necessary for the role.
  • Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
  • Must possess superb communication and listening skills, excellent speaking, reading and writing.
  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  • Multiple language abilities preferred, fluency in English required.
  • Perform complex quantitative calculations or reasoning using algebra, geometry, statistics, or abstract symbols.
  • Extensive knowledge of PMS and CRM operations and connectivity, interaction and troubleshooting.
  • Advanced Microsoft Excel, Word, Access skills.
  • Extensive knowledge of SQL, MySQL and Oracle databases.
  • Excellent Microsoft Office skills.
  • Previous experience with Cendyn-One platform a plus.