Quality Manager - Military Veterans

JOB SUMMARY

The position is responsible for implementing quality assurance processes that meet the companys 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 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 brands 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.

The salary range for this position is $64,000 to $76,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.