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Marriott International

Compare

4.2

based on 1.3k Reviews

Video summary

619 Marriott International Jobs

Quality Manager

Marriott

4.2

based on 1.3k Reviews

4-6 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Quality Manager

Marriott International

posted 6d ago

Job Role Insights

Flexible timing

Key skills for the job

Social Media Marketing Operations Analytical Chemistry Six Sigma Data Collection Continuous Improvement

+ 3 more

Job Description

Implements quality assurance processes and verifies training and development activities are strategically linked to the company s mission, vision, brand standards, and targets customer needs

Verifies employee satisfaction and focuses on continuous improvement at the property level

This position champions the Quality function and builds support for change

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

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

Essential Experience

Experience and/or knowledge of hotel business

Ability to understand quality management practices and teaches to others

Ability to understand data collection methods

Knowledge of budget preparation and the control of costs

Working knowledge of statistical measurement tools

Effective presentation skills

Detail orientation and analytical

Desirable Experience

Operations background - depending on hotel facilities, a rooms or f&b background may be preferred

Previous training in guest relations

Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications

Experience/trained in Six Sigma or TQM

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training

Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas

Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits

Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office

Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution

Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable

Immerses in operations to better understand issues/defects faced on the ground

Drives several initiatives for business standard audits and guestvoice

Conducts monthly audit to verify compliance with company and brand standards

Makes and executes the necessary decisions to keep property moving forward toward achievement of goals

Directs property quality efforts to address critical customer requirements

Completes other reasonable duties as requested by leadership

Executing Quality Training Programs

Partners with Learning & Development (L&D) to train executive committee members and managers on problem solving, process improvement, and strategic planning techniques

Develops specific training designed to improve service performance

Drives brand values and philosophy in all training and development activities

Partners with L&D team to verify transfer of learning in the hotel/classroom takes place

Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance

Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process

Managing Quality Tools

Verifies that management practices at all levels are aligned with quality tools

Verifies the tools for continuous improvements are in place and being utilized

Uses data collection methods to identify, compile, display, track, and analyze defect trends

Managing the Guest Experience

Reviews guest feedback with leadership team and verifies appropriate corrective action is taken

Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement

Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction

Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc)

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

Employment Type: Full Time, Permanent

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