Quality Assurance Manager, PRE-OPENING

Job description

JOB SUMMARY

 

The position is responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.  This position champions the Quality function and builds support for change.

 

CANDIDATE PROFILE 

 

Education and Experience

·  2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 3 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; 1 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

 

CORE WORK ACTIVITIES

 

Managing Quality Assurance Goals

·  Coaches managers on adopting the Total Quality Management leadership style.
·  Conducts monthly audit to ensure compliance with company and brand standards
·  Makes and executes the necessary decisions to keep property moving forward toward the achievement of goals.
·  Directs property quality efforts to address critical customer requirements.
·  Assists with regional and/or company-wide implementation of company best practices.
·  Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

 

Managing Quality Tools

·  Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
·  Uses data collection methods to compile, display, track, and analyze defect trends.
·  Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
·  Analyzes issues and identifies trends.

 

Managing the Guest Experience

·  Review guest feedback with the leadership team and ensure appropriate corrective action is taken.
·  Responds to and handles guest problems and complaints.
·  Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
·  Models service behaviors that meet or exceed guest expectations.

 

MANAGEMENT COMPETENCIES

Leadership
•    Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.   
•    Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
•    Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
•    Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
•    Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
•    Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
•    Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Building Relationships
•    Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.  
•    Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards. 
•    Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability 
•    Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit. 
•    Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
•    Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
•    Business Acumen - Understands and utilizes business information to manage everyday operations.
•    Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
o    Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities.  This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.  
o    General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).
•    Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 
o    Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
o    Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
o    Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
o    Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
o    Writing - Communicates effectively in writing as appropriate for the needs of the audience.

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.