Training and Quality Manager

Westin Hotels & Resorts; Gurugram District; On-site; INR 1,800,000 - 3,800,000; Full time

Job summary

Westin Hotels & Resorts in Haryana, India is seeking a Management-level Quality Assurance lead to implement brand-aligned QA processes at the property level.

The role focuses on driving continuous improvement, ensuring guest satisfaction, and aligning with Marriott/Westin standards across operations, housekeeping, front desk, and sales. You'll coach leaders and oversee audits to sustain service quality and brand integrity.

Qualifications

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 3 years experience in guest services or related professional area.
• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in guest services or related professional area.
• Proven ability to lead quality assurance programs and drive process improvements.

Responsibilities

• Coaches managers on adopting the Total Quality Management leadership style.
• Conducts monthly audit to ensure compliance with company and brand standards.
• Directs property quality efforts to address critical customer requirements.
• Assists with regional and/or company-wide implementation of company best practices.
• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

Education

2-year degree in Business Administration or related major

Bachelor's degree in Business Administration or related major

Job description

Job Description:

Additional Information

Job Number: 26114396

Job Category: Procurement, Purchasing, and Quality Assurance

Location: Vatika Complex, Sohna-Gurgaon, Haryana, India, 122103 VIEW ON MAP

Schedule: Full Time

Located Remotely?: N

Position Type: Management

Job Summary

The position is responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus 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 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year 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.
• Conducts monthly audit to ensure compliance with company and brand standards
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Directs property quality efforts to address critical customer requirements.
• Assists with regional and/or company-wide implementation of company best practices.
• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

Managing Quality Tools

• Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
• 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 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.
• Models service behaviors that meet or exceed guest expectations.

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 celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Requirements