JOB SUMMARY
Implements 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 PROFILE
Education 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 ACTIVITIES
Managing 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.).
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
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 Treatment™. In joining JW Marriott, 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.
