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95 Product Service Jobs in Mumbai

Director of Quality

Marriott

4.2

based on 1.3k Reviews

4-8 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Director of Quality

Marriott International

posted 4d ago

Job Role Insights

Key skills for the job

Software Configuration Management Housekeeping Data Collection SAP Quality Management Strategic Planning Total Quality Management

+ 1 more

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

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

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

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

Employment Type: Full Time, Permanent

Read full job description

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