Manager Of Quality Assurance (Compostela)

Job Summary

Implements quality assurance processes and verifies training and development activities are strategically linked to the company's mission, vision, brand standards, and target 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.

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.
• 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.

Essential Experience

• Experience and/or knowledge of hotel business.
• Ability to understand quality management practices and teach others.
• Ability to understand data collection methods.
• Knowledge of budget preparation and cost control.
• Working knowledge of statistical measurement tools.
• Effective presentation skills.
• Detail orientation and analytical abilities.

Desirable Experience

• Operations background – depending on hotel facilities, a rooms or F&B background may be preferred.
• Previous training in guest relations.
• Experience or training in Six Sigma or TQM.

Core Work Activities

• 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.
• Plays and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.
• Coordinates a weekly quality meeting focusing on guest voice, 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 ensuring 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 guest voice.
• Conducts monthly audit to verify compliance with company and brand standards.
• Makes and executes the necessary decisions to keep the 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 the 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 the hotel recognition program for associates to recognize 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 improvement are in place and being utilized.
• Uses data collection methods to identify, compile, display, track, and analyze defect trends.

Managing Guest Experience

• Reviews guest feedback with the leadership team and verifies appropriate corrective action is taken.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
• Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.