Multi - Property Assistant Director Of Quality & Training
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Key skills for this role
About the Role
Marriott International is seeking a Multi-Property Assistant Director of Quality & Training to communicate Total Quality Management through advising, coaching, training, and facilitating.
Key Skills for This Role
Responsibilities
- Coach managers on adopting the Total Quality Management leadership style
- Make and execute necessary decisions to keep property moving forward toward achievement of goals
- Direct property quality efforts to address critical customer requirements
- Facilitate process improvement teams, assuring use of systematic processes and measurable improvement
- Train team members and managers on problem solving, process improvement and strategic planning techniques
- Develop systems to enable employees to understand guest satisfaction results
- Communicate a clear and consistent message regarding departmental goals
- Educate new employees on the foundations of quality processes and their role in continuous improvement
- Ensure management practices at all levels are aligned with quality tools
- Use data collection methods to compile, display, track, and analyze defect trends
- Review guest feedback with leadership team and ensure appropriate corrective action is taken
- Respond to and handle guest problems and complaints
Requirements
- 2 year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major with 4 years experience in 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 with 2 years experience in the same areas
Full Job Posting
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.
- Ensures 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
- 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.
CORE WORK ACTIVITIES
- Managing Quality Assurance Goals: Coaches managers on adopting the Total Quality Management leadership style; Makes and executes necessary decisions; Directs property quality efforts.
- Leading Quality Assurance Team: Trains team members and managers on problem solving, process improvement and strategic planning techniques; Develops systems for guest satisfaction; Communicates departmental goals; Educates new employees.
- Managing Quality Tools: Ensures management practices are aligned with quality tools; Uses data collection methods to analyze defect trends; Demonstrates key drivers of guest satisfaction.
- Managing the Guest Experience: Reviews guest feedback; Responds to guest problems; Stays visible and interfaces with customers; Creates atmosphere meeting guest expectations.
- Managing and Conducting Human Resources Activities: Facilitates development of creative solutions; Ensures fair treatment; Communicates in quality assurance; Fosters employee commitment; Sets goals and expectations; Solicits employee feedback; Ensures policy administration; Conducts performance appr
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