Director of Quality

Role Overview

Director of Quality at Marriott International. This role is based at the property level within the St. Regis Hotels & Resorts portfolio.

Company Overview

St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. The brand has remained committed to an uncompromising level of bespoke and anticipatory service, delivered flawlessly by a team of gracious hosts combining classic sophistication and modern sensibility, as well as signature Butler Service. St. Regis is part of Marriott International's portfolio of brands.

Role Purpose

Communicate the concept of Total Quality Management through advising, coaching, training, and facilitating. Work with direct reports, General Managers, and other staff to develop and implement quality assurance strategies that ensure quality processes meet the company's mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.

Key Responsibilities

Managing Quality Assurance Goals

• Coach managers on adopting the Total Quality Management leadership style.
• Make and execute necessary decisions to keep the property moving forward toward achievement of goals.
• Direct property quality efforts to address critical customer requirements.
• Facilitate process improvement teams, assuring use of systematic processes and that improvement is achievable and measurable.

Leading Quality Assurance Team

• Train team members and managers on problem solving, process improvement, and strategic planning techniques.
• Develop systems to enable employees to understand guest satisfaction results.
• Communicate a clear and consistent message regarding departmental goals to produce desired results.
• Educate new employees on the foundations of quality processes, how to use quality tools, and their role in continuous improvement.
• Familiarize employees with daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.

Managing Quality Tools

• Ensure that management practices at all levels are aligned with quality tools.
• Use 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.

Managing the Guest Experience

• Review guest feedback with leadership team and ensure appropriate corrective action is taken.
• Respond to and handle guest problems and complaints.
• Stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
• Create an atmosphere in all properties that meets or exceeds guest expectations.

Managing and Conducting Human Resources Activities

• Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results.
• Ensure employees are treated fairly and equitably.
• Ensure that regular, ongoing communication is happening in quality assurance.
• Foster employee commitment to providing excellent service, participate in daily stand-up meetings, and model desired service behaviors in all interactions with guests and employees.
• Incorporate guest satisfaction as a component of staff and operations meetings with an emphasis on generating innovative ways to continually improve results.
• Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance.
• Solicit employee feedback, utilize an open door policy, and review employee satisfaction results to identify and address employee problems or concerns.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and support the Peer Review Process.
• Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
• Champion change, ensure brand and regional business initiatives are implemented, and communicate follow-up actions to team as necessary.

Qualifications & Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; plus 4 years of experience in 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; plus 2 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Additional Information

Marriott International is an equal opportunity employer, welcoming all and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated. Marriott is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.