Quality Assurance Director
18 hours ago
Job Overview
The Quality Manager will be responsible for implementing quality assurance processes that meet the company's mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.
This position champions the Quality function and builds support for change.
Key Responsibilities
Quality Assurance Goals
- Coach managers on adopting a Total Quality Management leadership style.
- Conduct monthly audits to ensure compliance with company and brand standards.
- Makes and executes necessary decisions to keep property moving forward toward achievement of goals.
- Directs property quality efforts to address critical customer requirements.
- Assist with regional and/or company-wide implementation of company best practices.
- Facilitate process improvement teams, ensuring use of systematic processes, and improvement is achievable and measurable.
Quality Tools
- Evaluate management practices at all levels to ensure alignment with quality tools by providing training in quality sciences.
- Utilize data collection methods to compile, display, track, and analyze defect trends.
- Demonstrate and communicate key drivers of guest satisfaction for the brand's target customer.
- Analyze issues and identify trends.
Guest Experience
- Review guest feedback with leadership team and ensure appropriate corrective action is taken.
- Respond to and handle guest problems and complaints.
- Remain visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
- Model service behaviors that meet or exceed guest expectations.
Requirements
- A 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major, or equivalent experience.
- 3 years of experience in guest services, front desk, housekeeping, or related professional area.
Salary Information
We estimate the salary range for this position to be around $60,000 - $80,000 per year, depending on location and qualifications. Marriott International offers competitive salaries, benefits, and opportunities for career growth.
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