▷ (28/09/2025) Quality Manager

JOB SUMMARYImplements 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 PROFILEEducation 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 bachelor s 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 ACTIVITIESManaging 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 About the Team Marriott Hotels strive to elevate the art of hospitality innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe As a host with Marriott Hotels you will help keep the promise of Wonderful Hospitality Always by delivering thoughtful heartfelt forward-thinking service that upholds and builds upon this living legacy With the name that s synonymous with hospitality the world over we are proud to welcome you to explore a career with Marriott Hotels In joining Marriott Hotels you join a portfolio of brands with Marriott International Be where you can do your best work begin your purpose belong to an amazing global team and become the best version of you JW Marriott is part of Marriott International s luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world JW believes our associates come first Because if you re happy our guests will be happy JW Marriott associates are confident innovative genuine intuitive and carry on the legacy of the brand s namesake and company founder J Willard Marriott Our hotels offer a work experience unlike any other where you ll be part of a community and enjoy true camaraderie with a diverse group of co-workers JW creates opportunities for training development recognition and most importantly a place where you can pursue your passions in a luxury environment with a focus on holistic well-being Treating guests exceptionally starts with the way we take care of our associates That s The JW Treatmentxe2x84xa2 In joining JW Marriott you join a portfolio of brands with Marriott International Be where you can do your best work xe2x80x8b begin your purpose belong to an amazing globalxe2x80x8b team and become the best version of you