Multi-property Director of Quality

Job description

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 company’s 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 bachelor's 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:
o    Daily: Monitor alerts, walk floors, review feedback.
o    Weekly: Host GSS meetings, share best practices.
o    Monthly: Conduct full practice audits, update documentation.
o    Quarterly: Review QPower priorities, build action plans.
o    Bi-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 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.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott 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.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.