Director Of Quality & Guest Experiences

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Director Of Quality & Guest Experiences

JOB SUMMARY

Communicates the concept of Total Quality Management, through advising, coaching, training, and facilitating. Works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies. Verifies that quality processes meet company's mission and brand standards, target customer needs, promote employee satisfaction, and focus on continuous improvement at the property level.

CANDIDATE PROFILE

Education and Experience
• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years' 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' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Managing Quality Assurance Goals
• Coaches managers on adopting the Total Quality Management leadership style.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Directs property quality efforts to address critical customer requirements.
• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

Leading Quality Assurance Team
• Trains team members and managers on problem solving, process improvement and strategic planning techniques
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Coaches managers on adopting the Total Quality Management leadership style.
• Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.
• Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.

Managing Quality Tools
• Verifies that management practices at all levels are aligned with quality tools.
• Uses data collection methods to compile, display, track, and analyze defect trends.
• Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
• Analyzes issues and identifies trends.

Managing the Guest Experience
• Reviews guest feedback with leadership team and confirms appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all properties that meets or exceeds guest expectations. Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all properties that meets or exceeds guest expectations.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand - a collection of Europe's most celebrated and iconic properties - serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale - a portal to the destination's cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.