Director of Quality

Role Overview: As a Quality Assurance Manager at JW Marriott Hotel New Delhi Aerocity, your primary responsibility will be to communicate and implement Total Quality Management concepts throughout the property. You will work closely with direct reports, General Managers, and other staff to develop and execute quality assurance strategies that align with the company's mission and brand standards, cater to customer needs, ensure employee satisfaction, and drive continuous improvement at the property level. Key Responsibilities: - Coach managers on adopting the Total Quality Management leadership style - Make and execute decisions to propel the property towards achieving quality goals - Direct quality efforts to meet critical customer requirements - Facilitate process improvement teams to ensure systematic processes and measurable improvements - Train team members and managers on problem-solving, process improvement, and strategic planning techniques - Develop systems for employees to understand guest satisfaction results - Communicate departmental goals clearly to produce desired results - Educate new employees on quality processes, tools, and their role in continuous improvement - Ensure management practices align with quality tools - Utilize data collection methods to analyze defect trends and identify key drivers of guest satisfaction - Review guest feedback, take corrective action, and handle guest problems and complaints - Stay visible and interact with customers to gather feedback on product quality and service levels - Create an atmosphere that exceeds guest expectations - Facilitate creative solutions to improve guest satisfaction - Ensure fair treatment of employees and maintain ongoing communication in quality assurance - Set goals and expectations for direct reports, hold staff accountable for performance, and conduct annual performance appraisals - Champion change, implement brand and regional initiatives, and communicate necessary actions to the team Qualifications Required: - A 2-year degree in Business Administration, Hotel and Restaurant Management, or related major with 4 years of experience in guest services, front desk, housekeeping, sales and marketing, or management operations; OR - A 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major with 2 years of experience in relevant professional areas As part of Marriott International, JW Marriott Hotels offer a work experience that values diversity, fosters an inclusive environment, and provides equal opportunities to all associates. Embrace the legacy of delivering Wonderful Hospitality by joining a global team where you can pursue your passions in a luxury environment that prioritizes holistic well-being. Be a part of JW Marriott's commitment to providing exceptional service and creating a community that celebrates the unique contributions of each associate.,