Quality Manager

Role Overview

Quality Manager at Marriott International. This position is 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.

Role Purpose

Champion the Quality function and build support for change by implementing quality assurance processes aligned with company and brand standards, driving continuous improvement, and ensuring guest satisfaction at the property level.

Key Responsibilities

Quality Assurance Goals

• Coach managers on adopting the Total Quality Management leadership style.
• Conduct monthly audits to ensure compliance with company and brand standards.
• Make and execute necessary decisions to keep the property moving forward toward achievement of goals.
• Direct property quality efforts to address critical customer requirements.
• Assist with regional and/or company-wide implementation of company best practices.
• Facilitate process improvement teams, assuring use of systematic processes, and that improvement is achievable and measurable.

Quality Tools & Data Management

• Ensure management practices at all levels are aligned with quality tools by providing training in quality sciences.
• 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.

Guest Experience Management

• 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.
• Model service behaviors that meet or exceed guest expectations.

Qualifications & Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major, plus 3 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 1 year 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.