Director Quality Assurance

Job Number hidden_mobile3
Job Category Rooms & Guest Services Operations
Location JW Marriott Mumbai Juhu, Juhu Tara Road, Mumbai, Maharashtra, India VIEW ON MAP
Schedule Full-Time
Located Remotely  N
Relocation  N
Position Type Management

JOB SUMMARY

Communicates the concept of Total Quality Management, through advising, coaching, training, and facilitating. Works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies. Verifies that quality processes meet companys mission and brand standards, target customer needs, promote employee satisfaction, and focus on continuous improvement at the property level.

CANDIDATE PROFILE

Education and Experience

 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 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; 2 years 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.

 Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

 Directs property quality efforts to address critical customer requirements.

 Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

Leading Quality Assurance Team

 Trains team members and managers on problem solving, process improvement and strategic planning techniques

 Develops systems to enable employees to understand guest satisfaction results.

 Communicates a clear and consistent message regarding departmental goals to produce desired results.

 Coaches managers on adopting the Total Quality Management leadership style.

 Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.

 Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.

Managing Quality Tools

 Verifies that management practices at all levels are aligned with quality tools.

 Uses data collection methods to compile, display, track, and analyze defect trends.

 Demonstrates and communicates key drivers of guest satisfaction for the brands target customer.

 Analyzes issues and identifies trends.

Managing the Guest Experience

 Reviews guest feedback with leadership team and confirms 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.

 Creates an atmosphere in all properties that meets or exceeds guest expectations. 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.

 Creates an atmosphere in all properties that meets or exceeds guest expectations.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of Wonderful Hospitality. Always. by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name thats synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if youre happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brands namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where youll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. Thats The JW Treatment. In joining JW Marriott, 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.,