Quality Manager

Marriott Hotels Resorts; Monza; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

An international hospitality leader is seeking a Quality Assurance Manager responsible for implementing processes that uphold the company’s standards and enhance customer satisfaction. The role involves coaching managers, conducting audits, and managing guest feedback to ensure quality. Candidates should have a relevant degree and experience in guest services or management. This full-time position is based in Lombardy, Italy.

Competenze

• 2-year degree and 3 years experience in guest services, front desk, or related area.
• 4-year degree and 1 year experience in guest services, front desk, or related area.

Mansioni

• Coach managers on Total Quality Management leadership style.
• Conduct monthly audits for compliance with standards.
• Review guest feedback and ensure corrective actions.

Conoscenze

APQP

Quality Assurance

ISO 9001

Lean Six Sigma

PPAP

Root cause Analysis

ISO 13485

Quality Systems

Quality Control

Quality Management

ISO 9100

Manufacturing

Formazione

2-year degree in Business Administration or related major

4-year bachelor's degree in Business Administration or related major

Descrizione del lavoro

Description

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 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 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 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 the use of 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, 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 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.

Required Experience

Manager

Key Skills

• APQP
• Quality Assurance
• ISO 9001
• Lean Six Sigma
• PPAP
• Root cause Analysis
• ISO 13485
• Quality Systems
• Quality Control
• Quality Management
• ISO 9100
• Manufacturing

Employment Type: Full-Time

Experience: Years

Vacancy: 1