Director of Quality

Marriott Hotels Resorts; Dubai; On-site; AED 120,000 - 150,000; Full time

Job summary

A leading international hotel chain in Dubai seeks a Quality Assurance Director responsible for implementing quality assurance strategies and ensuring customer satisfaction. The role includes training staff, managing guest feedback, and aligning management practices with quality tools. Ideal candidates have extensive experience in guest services management and a background in business administration, demonstrating strong leadership and problem-solving skills. This position emphasizes a commitment to employee fairness and continuous improvement.

Qualifications

• 4 years experience in guest services, front desk, or related area.
• 2 years experience in management operations or related area.

Responsibilities

• Communicate Total Quality Management concepts to staff.
• Ensure quality processes align with company standards.
• Manage guest feedback and take corrective actions.
• Train teams on problem-solving and process improvement.

Skills

Leadership

Quality Assurance

Training

Problem Solving

Customer Service

Education

2-year degree in Business Administration or related

4-year Bachelor's degree in Business Administration or related

Job description

Job Summary

Responsible for communicating the concept of Total Quality Management through advising, coaching, training and facilitating. Position works with direct reports General Managers and other staff to develop and implement quality assurance strategies. Position is responsible for ensuring that quality processes meet companys mission and brand standards target customer needs ensure employee satisfaction and focus on continuous improvement at the property level. .

Candidate Profile

Education and Experience

2year 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

4year bachelors 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

• Ensures 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 brands target customer.
• Analyzes issues and identifies trends.

Managing the Guest Experience

• Reviews guest feedback with leadership team and ensures 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.

Managing and Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures employees are treated fair and equitably.
• Ensures that regular ongoing communication is happening in quality assurance.
• Fosters employee commitment to providing excellent service participates in daily standup meetings and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change ensures brand and regional business initiatives are implemented and communicates followup actions to team as necessary.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to nondiscrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Required Experience

Director