Offers “Marriott”

Expires soon Marriott

Market Quality Manager

  • Santo Domingo (Santo Domingo De Guzmán)
  • Sales

Job description

Job Number 24091076
Job Category Procurement, Purchasing, and Quality Assurance
Location Renaissance Santo Domingo Jaragua Hotel & Casino, George Washington Ave. 367, Apto. Postal 769-2, Santo Domingo, Dominican Republic, Dominican Republic VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management



The Market Quality Manager partners with the property operations leaders within their portfolio of assigned hotels, to develop and deploy performance enhancing strategies focused on the customer-experience process, in support of Marriott’s vision “to be the World’s Favorite Travel Company”. In addition, this position partners with the Vice President of Operations, Area Directors of Operations, Sr. Director Quality & Continuous Improvement CALA, Brands, Product Integrity, and other disciplines, to operationalize and monitor the overarching Quality strategy as well as performance enhancing programs for each hotel in their portfolio, which improves 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 and related activities (BSA, 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 revenue and profitability, increase ITR and Elite appreciation based on all guestVoice key metrics.




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 design, delivery, and implementation of Quality Tools.
·  Partner with GuestVoice, and Consumer Insight teams to present key insights that will help inform hotel strategies.
·  Establish and implement Quality/guestVoice Reporting and Insight processes for various stakeholder groups.
·  Establish and maintain a network of in-market / on-property Quality certified Operations Leaders. 
·  Establish channels of communication 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, on-property, GSS / Quality Improvement projects focused on each 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.


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.



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

At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We’re looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance Hotels, 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.

Make every future a success.
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