Quality Assurance Manager
hace 2 días
We are seeking a highly skilled Quality Assurance Manager to join our team at Marriott International. As a Quality Assurance Manager, you will be responsible for implementing quality assurance processes and verifying training and development activities are strategically linked to the company's mission, vision, brand standards, and targets customer needs.
Key Responsibilities- Attend daily executive committee meetings to give real-time updates on hotel performance, address guest incidents, and attend monthly department meetings to enhance quality training.
- Present and share weekly analysis on defect trends, guest feedback, and provide recommendations on focus areas.
- Coordinate a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.
- Record, track, and communicate the progress of quality-related activities in the hotel to executive committee members, managers, associates, and the corporate office.
- Facilitate problem-solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.
- Facilitate process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.
- Immerse in operations to better understand issues/defects faced on the ground.
- Drive several initiatives for business standard audits and guestvoice.
- Conduct monthly audits to verify compliance with company and brand standards.
- Make and execute the necessary decisions to keep property moving forward toward achievement of goals.
- Direct property quality efforts to address critical customer requirements.
- Complete other reasonable duties as requested by leadership.
- 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years of 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 of experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
- Experience and/or knowledge of hotel business.
- Ability to understand quality management practices and teach 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.
- Experience in FORBES.
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