Quality Assistant Director

JOB SUMMARY

The position is responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, verify guest 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 5 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; 3 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 self-audit to verify 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.

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

• Leads to achieving and sustaining travel ratings.

Managing Quality Tools

• Verifys that management practices at all levels are aligned with quality tools by providing training and workshops 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 verifys appropriate corrective action is taken.

• Responds to and handles guest problems and complaints.

• Models service behaviors that meet or exceed guest expectations.

• Cultivates and strengthens the team in delivering elevated level of service in line with new brand and job function specific initiatives and service training programs.

Executing Projects and Global Initiatives

• Drives and verifys successful implementation of new brand specific initiatives.

• Defines and verifys Marriott standards and guidelines are met for guestrooms renovation project.