n JOB SUMMARY n n 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 changen n CANDIDATE PROFILE n n Education and Experience n 2year 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 arean ORn 4year bachelors 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 arean n CORE WORK ACTIVITIES n n Managing Quality Assurance Goals n Coaches managers on adopting the Total Quality Management leadership stylen Conducts monthly audit to ensure compliance with company and brand standardsn Makes and executes the necessary decisions to keep property moving forward toward achievement of goalsn Directs property quality efforts to address critical customer requirementsn Assists with regional andor companywide implementation of company best practicesn Facilitates process improvement teams assuring use of the systematic processes and improvement is achievable and measurablen n Managing Quality Tools n Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciencesn Uses data collection methods to compile display track and analyze defect trendsn Demonstrates and communicates key drivers of guest satisfaction for the brands target customern Analyzes issues and identifies trendsn n Managing the Guest Experience n Reviews guest feedback with leadership team and ensures appropriate corrective action is takenn Responds to and handles guest problems and complaintsn Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product service levels and overall satisfactionn Models service behaviors that meet or exceed guest expectationsn nnn nn 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 celebratedOur greatest strength lies in the rich blend of culture talent and experiences of our associates We are committed to nondiscrimination on any protected basis including disability veteran status or other basis protected by applicable law
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