Quality Assurance Manager
4 days ago
As a Quality Assurance Manager at Marriott International, you will be responsible for implementing quality assurance processes and verifying training and development activities align with the company's mission, vision, and brand standards. You will work closely with the executive committee to improve guest satisfaction and focus on continuous improvement at the property level.
Key Responsibilities
• Attend daily executive committee meetings to provide real-time updates on hotel performance and address guest incidents
• Present weekly analysis on defect trends and guest feedback, and provide recommendations for focus areas
• Coordinate weekly quality meetings to discuss guestVoice, top incidents, and business standard audits
• Record, track, and communicate the progress of quality-related activities to executive committee members, managers, and the corporate office
Requirements
• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, or 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area
• Experience and/or knowledge of hotel business
• Ability to understand quality management practices and teach to others
• Ability to understand data collection methods
• Knowledge of budget preparation and cost control
• Working knowledge of statistical measurement tools
• Effective presentation skills
• Detail orientation and analytical skills
Preferred Qualifications
• Operations background, with a preference for rooms or food and beverage experience
• Previous training in guest relations
• Previous experience using database, word processing, spreadsheet, graphic, and statistical computer applications
• Experience/training in Six Sigma or TQM
Marriott International is an equal opportunity employer.
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