Quality Assurance Manager

hace 6 días


Madrid, Madrid, España Marriott International, Inc A tiempo completo

Job Summary:
The Quality Assurance Manager is responsible for implementing quality assurance processes that meet the company's 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.

Key Responsibilities:
• Managing Quality Assurance Goals: Coaches managers on adopting the Total Quality Management leadership style, conducts monthly audits to ensure compliance with company and brand standards, and makes decisions to keep the property moving forward toward achievement of goals.
• 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, and demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
• Managing the Guest Experience: Reviews guest feedback with the leadership team and ensures appropriate corrective action is taken, responds to and handles guest problems and complaints, and stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.

Requirements:
• 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


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