Director Of Quality

JOB SUMMARY Responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating.
Works with direct reports, General Managers, and staff to develop and implement quality assurance strategies.
Ensures quality processes align with the company's mission and brand standards, meet 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 field; 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related area.
OR 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related field; 2 years of relevant experience.
CORE WORK ACTIVITIES Managing Quality Assurance Goals Coach managers on adopting Total Quality Management leadership style.
Make and execute decisions to advance property goals.
Lead quality efforts addressing critical customer requirements.
Facilitate process improvement teams using systematic processes with measurable results.
Leading Quality Assurance Team Train team members and managers on problem-solving, process improvement, and strategic planning.
Develop systems to help employees understand guest satisfaction results.
Communicate departmental goals clearly to achieve desired results.
Educate new employees on quality processes, tools, and continuous improvement roles.
Familiarize employees with daily quality reports and trend analysis.
Managing Quality Tools Align management practices with quality tools at all levels.
Use data collection to analyze defect trends.
Communicate key drivers of guest satisfaction.
Analyze issues and identify trends.
Managing the Guest Experience Review guest feedback and ensure corrective actions.
Handle guest problems and complaints.
Engage with guests regularly for feedback on service and satisfaction.
Create an atmosphere that exceeds guest expectations.
Managing Human Resources Activities Develop solutions to improve guest satisfaction.
Ensure fair treatment and ongoing communication with staff.
Foster employee commitment and model service behaviors.
Incorporate guest satisfaction into staff meetings.
Set goals and conduct performance reviews.
Address employee concerns through feedback and open-door policies.
Administer policies fairly, support change, and communicate follow-ups.
At Marriott International, we are committed to equal opportunity and fostering an inclusive environment.
Our properties, including The Ritz-Carlton, aim to deliver exceptional experiences guided by our Gold Standards, Employee Promise, and Service Values.
Join us to do your best work, find your purpose, belong to a global team, and become the best version of yourself.
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