Quality Assistant Director

Job summary

The position is responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, verify guest 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; 5 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; 3 years experience in 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 self-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.

Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

Leads to achieving and sustaining travel ratings.

Managing quality tools

Verifies that management practices at all levels are aligned with quality tools by providing training and workshops 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 verifies appropriate corrective action is taken.

Responds to and handles guest problems and complaints.

Models service behaviors that meet or exceed guest expectations.

Cultivates and strengthens the team in delivering elevated level of service in line with new brand and job function specific initiatives and service training programs.

Executing projects and global initiatives

Drives and verifies successful implementation of new brand specific initiatives.

Defines and verifies Marriott standards and guidelines are met for guestrooms renovation project.

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.