Quality Assurance Director

hace 15 horas


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

This role is responsible for implementing quality assurance processes that meet the company's mission and brand standards. The position champions the Quality function, builds support for change, and focuses on continuous improvement at the property level.

CORE WORK ACTIVITIES
  • Managing Quality Assurance Goals: Coaches managers on adopting a Total Quality Management leadership style and ensures compliance with company and brand standards through monthly audits.
  • Directing Property Quality Efforts: Addresses critical customer requirements and assists with regional and/or company-wide implementation of best practices.
  • Facilitating Process Improvement Teams: Assures use of systematic processes to achieve measurable improvements.
Managing Quality Tools

Evaluates management practices at all levels to ensure alignment with quality tools. Utilizes data collection methods to analyze defect trends and demonstrates key drivers of guest satisfaction.

Managing the Guest Experience

Reviews guest feedback, takes corrective action, and responds to guest problems and complaints. Interfaces with customers regularly to obtain feedback and stays visible to model service behaviors that meet or exceed guest expectations.

Education and Experience

The ideal candidate will hold a 2-year degree in Business Administration, Hotel and Restaurant Management, or a related major. Additionally, they should possess 3 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.



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