Quality, Learning & Development Manager

Job description

Located in the heart of Auckland's central business district, experience mindful luxury at JW Marriott Auckland. This superb hotel provides the perfect place to unwind and connect with friends and family. Featuring 286 guest rooms including 15 suites, which boast views out over Auckland CBD, be welcomed with warm and genuine service encouraging guests to revitalize mind, body and spirit during their stay. 

 

JW Marriott Auckland is currently sourcing a fitting profile to be our Quality, Learning & Development Manager !

The incumbent will be 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.

Alongside the Quality function, the incumbent will also be the custodian of L&D within the organization as well as drive and spearhead various training initiatives, both Marriott-led and those curated in-house.

 

Due to the business demands and current Immigration guidelines, kindly note that candidates with previous hotel operations background and open working rights for New Zealand will be ideal.

 

The key tasks are as below (but not limited to):

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 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

• Reviews guest feedback with leadership team and ensures 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.

 

Administering Employee Training Programs  
 • Promotes and informs employees about all training programs.
 • Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
 • Helps employees identify specific behaviors that will contribute to service excellence.
 • Ensures employees receive on-going training to understand guest expectations.

 • Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
 • Meets with training cadre on a regular basis to support training efforts.
 • Observes service behaviors of employees and provides feedback to individuals and/or managers.

 Evaluating Training Programs Effectiveness  
 • Monitors enrollment and attendance at training classes.
 • Meets regularly with participants to assess progress and address concerns.
 • Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
 • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
 • Measures transfer of learning from training courses to the operation.
 • Ensures adult learning principles are incorporated into training programs.

 Developing Training Program Plans and Budgets  
 • Ensures all training and development activities (department specific and general property training) are strategically linked to the organization's mission and vision.
 • Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
 • Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
 • Aligns current training and development programs to effectively impact key business indicators.
 • Establishes guidelines so employees understand expectations and parameters.
 • Develops specific training to improve service performance.
 • Drives brand values and philosophy in all training and development activities.
 • Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

 Managing Training Budgets  
 • Participates in the development of the Training budget as required.
 • Manages budget in alignment with Human Resources and property financial goals.
 • Manages department controllable expenses to achieve or exceed budgeted goals. 
 • Utilizes P-card if appropriate to control and monitor departmental expenditures.

 

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.

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.