Quality Assurance Manager

Hozpitality.com; Putrajaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global hospitality firm in Putrajaya seeks a Quality Assurance Manager responsible for implementing quality processes aligned with the company's standards. This role will coach managers, conduct audits, and ensure guest satisfaction. A background in Business Administration or Hotel Management is needed, alongside experience in guest services. The ideal candidate will have a keen eye for process improvement and be skilled in communicating effectively with guests and staff.

Qualifications

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major plus 3 years experience in guest services.
• 4-year Bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major plus 1 year experience.

Responsibilities

• Coaches managers on Total Quality Management leadership style.
• Conducts monthly audits to ensure compliance with company standards.
• Directs property quality efforts to meet customer requirements.
• Facilitates process improvement teams with measurable goals.

Skills

Guest services

Quality assurance

Communication

Process improvement

Education

2-year degree in Business Administration or related major + 3 years experience

4-year Bachelor's degree in Business Administration or related major + 1 year experience

Job 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 plus 3 years experience in guest services, front desk, housekeeping, sales & marketing, management operations, or related professional area.
• 4‑year Bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major plus 1 year experience in the same areas.

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 the 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, ensuring the use of systematic processes, and that 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 Le Méridien, we are inspired by the era of glamorous travel, celebrating each culture through the distinctly European spirit of savouring the good life. Our guests are curious and creative, cosmopolitan culture seekers that appreciate moments of connection and slowing down to savour the destination. We provide authentic, chic and memorable service along with experiences that inspire guests to savour the good life. We’re looking for curious and creative people to join our team. If you appreciate connecting with like‑minded guests and have a deep desire to create memorable experiences, we invite you to explore career opportunities with Le Méridien. In joining Le Méridien, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Marriott International, Inc. is a global leading travel company based in Bethesda, Md., USA, with more than 6,000 properties in over 122 countries.