Marriott Dir-Quality Assurance in Malaysia, Malaysia

Description:

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests well-being, and we re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

Qualifications

JOB SUMMARY

Communicates the concept of Total Quality Management, through advising, coaching, training, and facilitating. Works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies. Verifies that quality processes meet company s mission and brand standards, target customer needs, promote employee satisfaction, and focus on continuous improvement at the property level.

CANDIDATE PROFILE

Education and Experience

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.

OR

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.

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

Coaches managers on adopting the Total Quality Management leadership style.

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.

Leading Quality Assurance Team

Trains team members and managers on problem solving, process improvement and strategic planning techniques

Develops systems to enable employees to understand guest satisfaction results.

Communicates a clear and consistent message regarding departmental goals to produce desired results.

Coaches managers on adopting the Total Quality Management leadership style.

Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.

Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.

Managing Quality Tools

Verifies that management practices at all levels are aligned with quality tools.

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 confirms 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.

Creates an atmosphere in all properties that meets or exceeds guest expectations. 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.

Creates an atmosphere in all properties that meets or exceeds guest expectations.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Job: Rooms and Guest Services Operations

Organization: Westin Hotels & Resorts

Location: MYS-Malaysia

Requisition ID: 17001LFH