Director of Quality

Role Overview: As a Quality Assurance Manager at JW Marriott Mumbai Sahar, you will be responsible for communicating the concept of Total Quality Management to advise, coach, train, and facilitate the team. Working closely with direct reports, General Managers, and other staff, you will develop and implement quality assurance strategies to ensure that quality processes align with the company's mission and brand standards, target customer needs, promote employee satisfaction, and focus on continuous improvement at the property level. Key Responsibilities: - Coach managers on adopting the Total Quality Management leadership style - Make and execute necessary decisions to drive the property towards goal achievement - Direct property quality efforts to meet critical customer requirements - Facilitate process improvement teams to ensure systematic processes are used and improvements are measurable - Train team members and managers on problem-solving, process improvement, and strategic planning techniques - Develop systems to help employees understand guest satisfaction results - Communicate departmental goals clearly to achieve desired results - Verify that management practices align with quality tools at all levels - Use data collection methods to compile, track, and analyze defect trends - Review guest feedback with the leadership team and take appropriate corrective action - Respond to and resolve guest problems and complaints promptly - Stay visible to customers to gather feedback on product quality, service levels, and overall satisfaction - Create an atmosphere that exceeds guest expectations Qualifications Required: - 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, management operations, or related professional area OR - 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major with 2 years of experience in the hospitality industry (Note: Additional Information about the company has been omitted as it was not present in the provided job description),