Description
JOB SUMMARY
The position is responsible for implementing quality assurance processes that meet the companys 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.
CANDIDATE PROFILE
Education and Experience
2-year degree from an accredited university in Business Administration Hotel and Restaurant Management or related major 3 years experience in the guest services front desk housekeeping sales and marketing management operations or related professional area.
OR
4-year bachelors degree in Business Administration Hotel and Restaurant Management or related major; 1 year experience in the guest services front desk housekeeping sales and marketing management operations or related professional area.
CORE WORK ACTIVITIES
Managing Quality Assurance Goals
Coaches managers on adopting the Total Quality Management leadership style.
Conducts monthly audit to ensure 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.
Assists with regional and/or company-wide implementation of company best practices.
Facilitates process improvement teams assuring use of the systematic processes and improvement is achievable and measurable.
Managing Quality Tools
Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
Uses data collection methods to compile display track and analyze defect trends.
Demonstrates and communicates key drivers of guest satisfaction for the brands target customer.
Analyzes issues and identifies trends.
Managing the Guest Experience
Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
Responds to and handles guest problems and complaints.
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product service levels and overall satisfaction.
Models service behaviors that meet or exceed guest expectations.
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 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.
Required Experience:
Manager
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