Director of Quality JW Marriott Grosvenor House London

Director of Quality - EXPLORE MARRIOTT

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriott Grosvenor House LondonLocated on Park Lane in the heart of Mayfair our distinguished 5-star hotel offers exceptional accommodation epicurean delights and sweeping views over Hyde grand 5-star hotel celebrated its 95th anniversary in 2024. JW Marriott Grosvenor House London welcomescelebrities royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep the hotel is a stones throw from Bond Street Knightsbridge Regent Street Buckingham Palace V&A Natural History & Science museums and the West End. Our guests are able to experience modern luxury in a place where they can be mindful and present and indulge in the inspired service and nourishing surroundings.

We are currently recruiting fora Director of Qualitywho strives to provide and fulfil guest expectations Supports and motivates a team to enhance the guest experience. Join our amazing and diverse team and grow your career with Marriott International the worlds largest and most celebrated hospitality brand.

JOB SUMMARY

Thepositionisresponsibleforimplementingquality assuranceprocesses through advising coaching and training ensuing all activities arestrategicallylinkedtothecompanysmissionandvisionbrandstandardstargetcustomerneedsand with a focus oncontinuousimprovementat thepropertylevel.

The Director of Quality must review analytics and provide guidance and leadership to all high-guest-contact associates working alongside with the HODs to deliver the brand promise.

This role is anIntegralpartoftheLeadershipTeamwhowillinfluencestrategicdecisions byrepresentingthevoiceoftheguest.

CANDIDATE PROFILE

Experience:

• Four years experience in hotel operations preferably holding different roles in different departments during this time.

Skills and Knowledge:

• Strong communication skills (verbal listening writing)
• Personable and people orientated demeanor with the ability to build relationships
• Effective coaching and influencing skills
• Strong business acumen and focus on results.
• Analytical skills- Experience evaluating business trends and developing proactive strategies
• Problem solving and decision-making skills.
• Planning and organisational skills.

GENERAL REQUIREMENTS

ManagingQualityAssuranceGoals:

• ContinuousevaluationofQualityKPIs().Provideanalysisandrecommendations tohelpimproveperformance.
• Immerses selfinoperationstobetter understandgroundrealitiesobserveissues/defectsandhelpmonitorsolutions.
• Providesresourcesandguidancethatenabledisciplineleadstoachieve QualityrelatedBalancedScorecardgoals.
• Fosteranddeepenthecultureofdata-driven decision-makingacrossthehotel.
• ActivelyparticipatesinmeetingstoprovideinsightsbasedonhistoricalandpredictiveanalysisofallQualityMetrics(GuestSatisfaction SurveysMysteryShoppingsocial mediaDefectsetc).
• Developactionplanstoaddressperformancegaps.
• Commit to understandingandembracingthe JW Marriott and Marriottculturein everyaspect ofthe dailyoperation.
• Motivateteamstocreatestrongrelationshipswithguests.
• Implement monitor and evaluate in house recognition programs; reward recognize and actively communicateoutstandingperformances.
• Conducts regular practice audits to ensure compliance with relevant industry and Marriotts standards
• Educatesnewemployeesonthefoundationsofthequalityprocesseshowtousequalitytoolsandtheirroleincontinuousimprovement.
• 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.

ExecutingQuality RelatedTrainingPrograms:

• Developanddeliverspecifictrainingsonthe delivery of serviceexcellenceprocessimprovementandStrategicPlanningtechniques.
• Coachanddevelopemployees( and assignments holddevelopmentdiscussionsand constructandexecute development plans).
• PartnerswithHRteamtoensurehotel/classroom trainingtakesplace.
• PartnerwithHRonhotelrecognitionprogramforassociatestorecognizeassociatesforinvolvementinthequalityprocess.
• Identifies performance gaps and works with managers to develop and implement ad hoc trainings to improveperformance
• Educates new employees on the foundations of the quality processes how to use quality tools and their role in continuous improvement.

ManagingQualityTools:

• Usesdatacollectionmethodstoidentifycompiledisplaytrackandanalyzetrendsimpactingguestsatisfaction.
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.
• Ensures that management practices at all levels are aligned with quality tools.
• Demonstrates and communicates key drivers of guest satisfaction for the brands target customer.

ImprovetheGuest Experience:

• Ensurealldigitalguest experiencetouchpoints areexecutedtothetargetperformancelevels
• Reviewsallformsofguestandcustomerfeedbackwithleadershipteamandensuresappropriatecorrectiveandpreventiveactionis taken.
• Incorporatesguestsatisfactionasacomponentofdepartmentalmeetingswithafocusoncontinuousimprovement.
• Staysvisibleandinterfaces withguestsonaregularbasistoobtainfeedbackonqualityofproductservicelevelsand overallsatisfaction.
• Supports operations leaders on responding and handling guest feedback problems and complaints e.g. socialmediaTripAdvisor.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Creates an atmosphere in all properties that meets or exceeds guest expectations.

AssistsManagement:

• Encourageandmotivateemployeestoperformtheirbesttakeresponsibilityfortasksandassignmentsmakedecisionsandprovideinputonpossibleimprovements.
• Listen to hourly employees suggestions for improving how work is done and how guests are served gainingmanagement supportas neededtoactuponsuggestions.
• Coordinatetasksandwork withotherdepartmentstoensurethatthedepartmentrunsefficiently.
• Collaboratewithmanagementtodevelopandcarry-outideasandproceduresandsetgoalstocontinuouslyimprove departmentperformance aroundguestandemployeesatisfactionscores.
• Assistmanagementinestablishingandcommunicatinggoalsperformanceexpectationstimetablesanddeadlinesforshiftordepartmentaloperationstohourlyemployeesandensurethattheyareunderstood.
• Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

REWARDS FOR WORK BENEFITS FOR YOUR LIFESTYLE

As a world-class leader in the travel industry theres no better place than Marriott International to make your mark. Joining us youll get to entertain and meet people from all over the world as you build your experience. Youll find a place where your personality and ideas are appreciated just as much as the work you do. Youll grow through opportunities to explore the business opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others we welcome you to join our global family.

Well support you in and out of the workplace by offering:

• Team-spirited co-workers
• Encouraging management
• Wellbeing programs
• Comprehensive Training and Development program
• Meals at work
• Uniform
• Awards and recognition celebrations and many more.

Our highest priority is making you feel as welcome as our guests. We want you to know youre important to us and that youll make an impact in your role and for that youll be appreciated and valued.

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