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Director of Quality
Marriott International
posted 10hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Communicates the concept of Total Quality Management, through advising, coaching, training, and facilitating
Works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies
Verifies that quality processes meet company s mission and brand standards, target customer needs, promote employee satisfaction, and focus on continuous improvement at the property level
Works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies
Verifies that quality processes meet company s mission and brand standards, target customer needs, promote employee satisfaction, and focus on continuous improvement at the property level
CANDIDATE PROFILE
Education and Experience
2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area
OR
4-year bachelors degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area
CORE WORK ACTIVITIES
Managing Quality Assurance Goals
Coaches managers on adopting the Total Quality Management leadership style
Makes and executes the necessary decisions to keep property moving forward toward achievement of goals
Directs property quality efforts to address critical customer requirements
Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable
Leading Quality Assurance Team
Trains team members and managers on problem solving, process improvement and strategic planning techniques
Develops systems to enable employees to understand guest satisfaction results
Communicates a clear and consistent message regarding departmental goals to produce desired results
Coaches managers on adopting the Total Quality Management leadership style
Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement
Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis
Managing Quality Tools
Verifies that management practices at all levels are aligned with quality tools
Uses data collection methods to compile, display, track, and analyze defect trends
Demonstrates and communicates key drivers of guest satisfaction for the brand s target customer
Analyzes issues and identifies trends
Managing the Guest Experience
Reviews guest feedback with leadership team and confirms appropriate corrective action is taken
Responds to and handles guest problems and complaints
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
Creates an atmosphere in all properties that meets or exceeds guest expectations
Responds to and handles guest problems and complaints
Responds to and handles guest problems and complaints
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
Creates an atmosphere in all properties that meets or exceeds guest expectations
Marriott International is an equal opportunity employer
We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture
We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law
We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture
We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law
Employment Type: Full Time, Permanent
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Flexible timing
Rotational Shift
No travel
Day Shift
Marriott International Benefits
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