Director of Quality

Marriott Hotels Resorts; Dubai; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player seeks a dedicated Quality Assurance Director to enhance guest satisfaction and implement Total Quality Management strategies. This pivotal role involves coaching managers, analyzing guest feedback, and fostering a culture of continuous improvement. The ideal candidate will have a strong background in hospitality management and a passion for excellence. Join a team committed to quality and employee satisfaction, where your contributions will directly impact the guest experience and operational success.

Qualifications

• Experience in guest services, front desk, housekeeping, or management.
• Strong background in coaching and quality assurance practices.

Responsibilities

• Develop and implement quality assurance strategies.
• Train team members on problem solving and process improvement.
• Review guest feedback and ensure corrective actions.

Skills

Total Quality Management

Coaching

Process Improvement

Data Analysis

Guest Services

Education

2-year degree in Business Administration

4-year degree in Business Administration

Hotel and Restaurant Management

Job description

Description

JOB SUMMARY

Responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating. The position works with direct reports, including General Managers and other staff, to develop and implement quality assurance strategies. It is responsible for ensuring that quality processes meet the company's mission and brand standards, target customer needs, ensure 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 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 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 decisions to keep the property moving toward achievement of goals.
• Directs property quality efforts to address critical customer requirements.
• Facilitates process improvement teams, ensuring use of systematic processes and measurable improvements.

Leading Quality Assurance Team

• Trains team members and managers on problem solving, process improvement, and strategic planning techniques.
• Develops systems to help employees understand guest satisfaction results.
• Communicates departmental goals clearly to produce desired results.
• Educates new employees on quality processes, tools, and their roles in continuous improvement.
• Familiarizes employees with daily quality reports, trend spotting, and root cause analysis.

Managing Quality Tools

• Ensures management practices align with quality tools.
• Uses data collection methods to analyze defect trends.
• Communicates key drivers of guest satisfaction.
• Analyzes issues and identifies trends.

Managing the Guest Experience

• Reviews guest feedback and ensures corrective actions.
• Responds to guest problems and complaints.
• Interacts with customers regularly for feedback on service levels and satisfaction.
• Creates an atmosphere that meets or exceeds guest expectations.

Managing and Conducting Human Resources Activities

• Develops solutions to improve guest satisfaction.
• Ensures fair and equitable treatment of employees.
• Maintains ongoing communication in quality assurance.
• Fosters employee commitment and models desired behaviors.
• Incorporates guest satisfaction into staff meetings.
• Sets goals, conducts performance reviews, and holds staff accountable.
• Addresses employee concerns and ensures policy adherence.
• Performs annual performance appraisals.
• Champions change and communicates follow-up actions.

At Marriott International, we are dedicated to being an equal opportunity employer, valuing diverse backgrounds and experiences, and fostering an inclusive environment. We are committed to nondiscrimination on any protected basis.

Required Experience: Director