Multi-property Director of Quality

JOB SUMMARY

Responsible for communicating the concept of Total Quality Management through advising coaching training and facilitating. Position works with direct reports General Managers and other staff to develop and implement quality assurance strategies. The position is responsible for ensuring that quality processes meet companys mission and brand standards target customer needs ensure 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 bachelors 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.

Successful candidate has experience in a premium hotel and luxury hotel environment as well. Multi-property / complex experience is an advantage.

CORE WORK ACTIVITIES

Quality Strategy & Leadership

Champion the Total Quality Management (TQM) philosophy across departments.
Coach managers and team members on adopting TQM leadership styles.
Lead and facilitate process improvement teams using systematic methods.
Assist with regional or company-wide implementation of best practices.
Communicate clear and consistent departmental goals to drive desired results.
Champion change initiatives and ensure brand and regional business strategies are implemented.
Partner with GMs and department heads to align quality goals.
Act as a liaison with above-property teams to provide feedback and identify continuous improvement opportunities.
Promote operational excellence as a cultural philosophy.
Support renovation compliance and monitor its impact on guest satisfaction and accountability status.

Quality Assurance & Auditing

Conduct regular and random audits to ensure compliance with company and brand standards.
Make and execute decisions to keep the properties moving toward goal achievement.
Direct property-level quality efforts to address critical customer requirements.
Develop systems to help employees understand guest satisfaction metrics.
Familiarize employees with daily quality production reports and root cause analysis techniques.

Quality Tools & Data Management

Ensure management practices are aligned with quality tools through training.
Provide training in quality sciences and tools.
Use data collection methods to compile display track and analyze defect trends.
Analyze issues identify trends and communicate key drivers of guest satisfaction.
Educate new employees on quality foundations and their role in continuous improvement.
Apply Fishbone Diagrams Process Maps and Daily Measures of Success (DMOS) to analyze and solve recurring issues.
Monitor change logs and updates to brand standards via MGS.
Use GXP dashboards across departments (Engineering Housekeeping Front Office).
Conduct and manage practice audits replacement audits and non-accountable audits via the QA Site (TrueView).
Ensure BSA Prework is completed and documentation is up to date.

Guest Experience Management

Review guest feedback with leadership and ensure appropriate corrective actions.
Respond to and resolve guest problems and complaints. not directly responsible for this we have FO Team and GR Team can support as needed.
Stay visible and interface with guests regularly to gather feedback.
Model service behaviors that meet or exceed guest expectations.
Create an atmosphere that consistently meets or exceeds guest expectations.
Deliver personalized service and anticipate guest needs proactively.
Observe guest interactions across departments (arrival dining spa etc.).
Analyze GSS and GXP data post-shadowing to identify defect trends.
Monitor Digital Guest Experience KPIs (e.g. Mobile Key Chat Response Rate Room Ready Notification).
Ensure problem resolution processes are followed and alerts are addressed within 72 hours.

Human Resources & Associate Engagement

Facilitate creative solutions to improve guest satisfaction results.
Ensure fair and equitable treatment of employees.
Maintain regular communication within the quality assurance function.
Foster employee commitment to excellent service through daily stand-up meetings and modeling desired behaviors.
Incorporate guest satisfaction into staff/operations meetings.
Set goals and expectations for direct reports and hold them accountable.
Solicit employee feedback and address concerns using an open-door policy.
Administer property policies fairly and consistently.
Conduct annual performance appraisals in line with SOPs.
Support the Peer Review Process.

Training & Development

Train managers and team members on problem-solving strategic planning and process improvement.
Provide feedback and guidance to help individuals develop and strengthen skills.
Seek and promote learning opportunities to improve performance.
Support talent development and ensure employees can contribute to their full potential.
Engage in self-paced learning pathways (e.g. coaching change leadership data-driven decision-making).
Promote and participate in Thrive Share to submit and share best practices across EMEA.
Recommend and utilize industry resources like Forbes Travel Guide MICHELIN Key and Tripadvisor Travelers Choice.
Encourage use of recommended books and online courses to build leadership and quality skills.

Business & Technical Acumen

Understand and utilize business information to manage operations.
Apply professional skills and knowledge in hotel-specific functions (e.g. Front Desk Housekeeping F&B Sales HR Engineering).
Demonstrate detail orientation and ensure accuracy and completeness in work activities.
Use basic computer skills and mathematical reasoning to solve work-related issues.
Communicate effectively in writing and verbally with strong comprehension skills.

Performance Monitoring & Data-Driven Decision Making

Act as a living dashboard for key metrics (GSS BSA QPower ITR).
Use data to challenge the status quo and identify improvement areas.
Monitor and analyze guest feedback via guestVoice social media and surveys.
Track and report on Quality KPIs: Intent to Recommend Elite Appreciation Cleanliness F&B Staff Service.
Review and act on QPower Priorities quarterly.
Use Balanced Scorecard to evaluate performance across departments.

Cross-Department Collaboration

Shadow and engage with all hotel departments to understand operations and identify quality gaps.
Schedule regular meetings with department heads to align on quality goals and share insights.
Build strong relationships to foster collaboration problem-solving and employee engagement.
Understand operational aspects of departments like Engineering HR Sales & Marketing F&B Rooms and Loss Prevention.

Quality Cadence & Time Management

Establish a daily/weekly/monthly/quarterly cadence for quality tasks:
oDaily: Monitor alerts walk floors review feedback.
oWeekly: Host GSS meetings share best practices.
oMonthly: Conduct full practice audits update documentation.
oQuarterly: Review QPower priorities build action plans.
oBi-annually: Complete BSA Prework review accountability program.

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 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.