Quality Manager

Sheraton Hotels & Resorts; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Sheraton Hotels & Resorts in Kuala Lumpur seeks a Quality Assurance leadership role to implement and sustain quality programs that align with brand standards and guest expectations.

The role champions the Quality function, coaches management, and drives continuous improvement at the property level. It requires expertise in Total Quality Management and a focus on customer satisfaction across departments.

Qualifications

• 2-year degree in Business Administration, Hotel & Restaurant Management, or related major; 3 years in guest services/front desk/housekeeping/management operations.
• 4-year degree in Business Administration, Hotel & Restaurant Management, or related major; 1 year in guest services/front desk/housekeeping/marketing/management operations.

Responsibilities

• Coaches managers on Total Quality Management leadership.
• Conducts monthly audit to ensure compliance with standards.
• Directs quality efforts to address customer requirements.
• Facilitates process improvement teams with measurable outcomes.
• Uses data collection to track defect trends and improve quality.
• Reviews guest feedback and initiates corrective actions.

Skills

Quality Assurance

Leadership

Total Quality Management

Guest services

Education

2-year degree in Business Administration, Hotel & Restaurant Management, or related major

4-year bachelor's degree in Business Administration, Hotel & Restaurant Management, or related major

Job description

Additional Information

Job Number26129451

Job CategoryProcurement, Purchasing, and Quality Assurance

LocationJalan Sultan Ismail, Kuala Lumpur Wilay 50250, Malaysia VIEW ON MAP

ScheduleFull 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.

When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, 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.