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Quality Manager

Nekajui Peninsula Papagayo a Ritz-Carlton Reserve
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JOB SUMMARY

The Quality Manager partners with the General Manager and all property leaders to develop and deploy performance enhancing strategies in support of Marriott’s vision “to be the World’s Favorite Travel Company”. This position partners with Area Directors of Operations, CALA Quality & Continuous Improvement, Brands, Product Integrity, and other disciplines to operationalize and monitor the overarching Quality strategy as well as performance enhancing programs, which improve GSS metrics and overall performance. The position is also responsible for leading the hotel’s Quality Committee as well as responsibilities towards the Quality Assurance program, Luxury platforms and related activities (MI Health Check, LQA, Forbes, GFSA, Practice Audits, etc.). Moreover, this individual partners with various stakeholders to foster and instill a mindset of Continuous Improvement Process, Operational Excellence, Innovation and Compliance. The Quality Manager identifies high-value projects to increase ITR and Elite appreciation, other GSS key metrics, as well as revenue and profitability.

CORE WORK ACTIVITIES

Quality (40%)

  • Establish and maintain processes that drive guest-centric and customer experience accountability across the Hotel.
  • Create a culture of performance excellence through the implementation and pull-through of CALA Quality Tools.
  • Partner with guestVoice, and Consumer Insight teams via CALA Quality to present insights that will inform hotel strategies.
  • Establish and implement Quality/guestVoice Reporting and Insight processes for various stakeholder groups.
  • Establish communication channels by which Certified Quality Leaders share best practices for deployment across the Area.
  • Act as a central point of contact for Quality Assurance between property and Area.

Continuous Improvement (40%)

  • Facilitate the execution of recurrent, key, GSS / Quality Improvement projects focused on the hotel’s most salient opportunities and / or highest defect generator processes
  • Provide Continuous Improvement Process guidance to property leaders, deploying tools, methods and methodologies related to change management, Six Sigma, Lean or any related quality systems
  • Provide consultative performance support to property leadership.
  • Assist in High Impact / Red Zone visits to target properties, if needed.
  • Establish and maintain performance scorecards to measure property specific focus areas.
  • Translate key insights into a compelling story that can be shared within the hotel
  • Facilitate the execution of Key Quality Improvement Projects on property.

 

Project Management (20%)

  • Implement and monitor project scorecards to measure success.
  • Conduct follow up and sustainment sessions with property leaders, project team members and project champions to ensure project success.
  • Responsible for initiating problem-solving communication with property Leaders, when necessary, to ensure project progress and success is achieved.
  • Facilitating effective turnover sessions to ensure sustainability of the method changes implemented, accountability and results.
  • Responsible for identifying field high impact best practices for deployment in the hotel.

 

REQUIRED SKILLS

  • Experience establishing and managing quality improvement teams in support of complex projects.
  • Excellent communications skills (verbal, listening, writing), with ability to communicate effectively across all levels.
  • Demonstrated ability to effectively analyze performance data, communicate findings, developing and implementing far reaching strategies in support of goals.
  • Mature, professional demeanor, capable of expressing confident, independent judgement.
  • Practical application of statistical methods, project management and quality improvement tools.
  • High level of business English and Spanish required. Portuguese preferred.

 

 

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 more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

 
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
 
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
 
In joining The Ritz-Carlton, 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.