Quality Assurance Manager

Le Méridien Hotels & Resorts; Putrajaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Le Méridien Hotels & Resorts is seeking an experienced Quality Assurance Manager in Malaysia to implement QA processes that align with the brand standards and company mission. The role focuses on continuous improvement at the property level while ensuring employee satisfaction and high guest satisfaction.

The position requires guiding teams, conducting audits, and driving data-driven improvements across hotel operations to uphold the brand’s quality, service levels, and operational excellence.

Qualifications

• Experience in quality assurance or guest services operations.
• Ability to coach managers on quality practices and lead audits.
• Strong data analysis and problem-solving skills.

Responsibilities

• Directs quality assurance goals and ensures adherence to brand standards.
• Coaches and mentors managers on Total Quality Management principles.
• Conducts monthly audits and implements corrective actions.
• Leads process improvements to enhance guest satisfaction and service delivery.
• Monitors guest feedback and coordinates responses with leadership.

Skills

Quality assurance

Auditing

Process improvement

Leadership

Education

2-year degree

Bachelor's degree

Job description

Additional Information

Job Number:26148970

Job Category:Procurement, Purchasing, and Quality Assurance

Location:Lebuh IRC, IOI Resort City, Sepang, Putrajaya Selan 62502, Malaysia 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.

OR

• 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 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.