naukri
Quality Manager
Marriott International
Saudi Arabia, KSA
Manager
Onsite
2 days ago
Quality AssuranceTraining and DevelopmentProcess ImprovementData AnalysisProblem SolvingGuest Service
Free
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Quality AssuranceTraining and DevelopmentProcess Improvement
About the Role
Implements quality assurance processes, manages training programs, analyzes guest feedback, and requires knowledge of hotel operations and quality management practices.
Key Skills for This Role
Quality AssuranceTraining and DevelopmentProcess ImprovementData AnalysisProblem SolvingGuest Service
Responsibilities
- Attend daily executive committee meetings to give real time updates on hotel performance and address guest incidents
- Present and share weekly analysis on defect trends, guest feedback, and provide recommendations on focus areas
- Coordinate weekly quality meetings focusing on guestVoice, top incidents, and business standard audits
- Facilitate problem solving meetings to ensure systematic process adherence and use of quality tools
- Drive initiatives for business standard audits and guestVoice
- Conduct monthly audits to verify compliance with company and brand standards
- Partner with Learning & Development to train executive committee members and managers on problem solving and process improvement
- Develop specific training to improve service performance and drive brand values
- Identify performance gaps and work with managers to develop and implement appropriate training
- Verify that management practices are aligned with quality tools and continuous improvement tools are in place
Requirements
- Experience in quality assurance processes and training development
- Knowledge of hotel operations and brand standards
- Ability to facilitate problem solving and process improvement teams
- Strong analytical skills to track defect trends and guest feedback
- Excellent communication and presentation skills
Full Job Posting
JOB SUMMARY
- Implements quality assurance processes and verifies training and development activities are strategically linked to the company's mission, vision, brand standards, and targets customer needs.
- Verifies employee satisfaction and focuses on continuous improvement at the property level.
- This position champions the Quality function and builds support for change.
Managing Quality Assurance Goals
- Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.
- Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.
- Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.
- Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.
- Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.
- Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.
- Immerses in operations to better understand issues/defects faced on the ground.
- Drives several initiatives for business standard audits and guestvoice.
- Conducts monthly audit to verify 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.
- Completes other reasonable duties as requested by leadership.
Executing Quality Training Programs
- Partners with Learning & Development (L&D) to train executive committee members and managers on problem solving, process improvement, and strategic planning techniques.
- Develops specific training designed to improve service performance.
- Drives brand values and philosophy in all training and development activities.
- Partners with L&D team to verify transfer of learning in the hotel/classroom takes place.
- Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
- Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.
Managing Quality Tools
- Verifies that management practices at all levels are aligned with quality tools.
- Verifies the tools for continuous improvements are in place and being utilized.
- Uses data collection methods to identify, compile, display, track, and analyze defect trends.
Managing the Guest Experience
- Manages the guest experience.
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