Quality and Training Manager

Marriott Hotels Resorts; Dubai; On-site; AED 80,000 - 100,000; Full time

Job summary

A leading hotel chain is seeking a Quality Assurance Manager to implement quality processes and ensure training aligns with company standards. The role involves managing quality tools, conducting audits, and improving guest satisfaction through effective training and feedback mechanisms.

Qualifications

• 4 years of experience in guest services or related areas.
• Ability to understand quality management practices.

Responsibilities

• Implements quality assurance processes and verifies training activities.
• Conducts monthly audits to verify compliance with standards.

Skills

Quality Management

Analytical Skills

Presentation Skills

Education

2-year degree in Business Administration

4-year bachelor's degree in Business Administration

Tools

Statistical Measurement Tools

Database Applications

Spreadsheet Applications

Job description

Description

JOB SUMMARY

Implements quality assurance processes and verifies that training and development activities are strategically linked to the company's mission, vision, brand standards, and customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.

CANDIDATE PROFILE

Education and Experience

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

Essential Experience

• Experience and/or knowledge of hotel business.
• Ability to understand quality management practices and teach them to others.
• Ability to understand data collection methods.
• Knowledge of budget preparation and cost control.
• Working knowledge of statistical measurement tools.
• Effective presentation skills.
• Detail-oriented and analytical skills.

Desirable Experience

• Operations background; depending on hotel facilities, a rooms or F&B background may be preferred.
• Previous training in guest relations.
• Experience using database, word processing, spreadsheet, graphic, and statistical computer applications.
• Experience or training in Six Sigma or TQM.

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

• Attends daily executive committee meetings to give real-time updates on hotel performance, address guest incidents, and enhance quality training.
• Presents and shares weekly analysis on defect trends, guest feedback, and provides recommendations on focus areas.
• Coordinates weekly quality meetings focusing on guestVoice top incidents and business standard audits.
• Records, tracks, and communicates the progress of quality activities to stakeholders.
• Facilitates problem-solving meetings to verify systematic process adherence and use of quality tools.
• Leads process improvement teams to verify the use of systematic processes and measurable improvements.
• Engages in operations to understand issues faced on the ground.
• Drives initiatives for business standard audits and guestVoice.
• Conducts monthly audits to verify compliance with standards.
• Makes decisions to keep the property moving toward goals.
• Addresses critical customer requirements through property quality efforts.
• Performs other duties as requested by leadership.

Executing Quality Training Programs

• Partners with Learning & Development to train managers on problem solving, process improvement, and strategic planning.
• Develops training to improve service performance.
• Promotes brand values and philosophy in training activities.
• Verifies transfer of learning in hotel/classroom settings.
• Identifies performance gaps and develops appropriate training.
• Collaborates with HR on recognition programs for quality involvement.

Managing Quality Tools

• Ensures management practices align with quality tools.
• Verifies tools for continuous improvement are in place and used.
• Uses data collection to identify, analyze, and display defect trends.

Managing the Guest Experience

• Reviews guest feedback and verifies corrective actions.
• Incorporates guest satisfaction into departmental meetings for continuous improvement.
• Maintains visibility and interfaces with guests to gather feedback.
• Supports operational leaders in handling guest feedback and complaints across platforms.

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

Required Experience:

Manager