Director of Quality

You will be responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating. Working closely with direct reports, General Managers, and other staff, you will play a key role in developing and implementing quality assurance strategies to ensure that quality processes align with the company's mission and brand standards. Your focus will be on meeting target customer needs, ensuring employee satisfaction, and driving continuous improvement at the property level. To be successful in this role, you should have a 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, along with 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area. Alternatively, a 4-year bachelor's degree in the mentioned fields with 2 years of relevant experience will also be considered. Your core work activities will include managing quality assurance goals by coaching managers on adopting the Total Quality Management leadership style, directing property quality efforts, and facilitating process improvement teams. You will lead the quality assurance team by training team members and managers on problem-solving and strategic planning techniques, while also developing systems to enhance employee understanding of guest satisfaction results. As part of managing quality tools, you will ensure that management practices align with quality tools, use data collection methods to analyze defect trends, and identify key drivers of guest satisfaction. Your role will also involve managing the guest experience by reviewing guest feedback, responding to guest problems and complaints, and maintaining a high level of customer satisfaction. Additionally, you will conduct human resources activities by fostering employee commitment to providing excellent service, setting goals for direct reports, and ensuring that property policies are administered fairly and consistently. Your role will also involve championing change, implementing brand and regional business initiatives, and communicating follow-up actions to the team. At Marriott International, we are committed to providing equal opportunities to all individuals and fostering an inclusive environment where the diverse backgrounds of our associates are valued and celebrated. Joining Marriott Hotels means being part of a global team dedicated to delivering exceptional hospitality and building upon a legacy of Wonderful Hospitality. We invite you to explore a rewarding career with Marriott Hotels, where you can grow, develop, and become the best version of yourself.,