Marriott Careers Dubai – Director of Quality

Job Description:

Responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating. Position works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies. The position is responsible for ensuring that quality processes meet company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. .

Job Responsibilities:

• Develops systems to enable employees to understand guest satisfaction results.
• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.
• Coaches managers on adopting the Total Quality Management leadership style.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Directs property quality efforts to address critical customer requirements.
• Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Analyzes issues and identifies trends.
• Trains team members and managers on problem solving, process improvement and strategic planning techniques
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Creates an atmosphere in all properties that meets or exceeds guest expectations.
• Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.
• Uses data collection methods to compile, display, track, and analyze defect trends.
• Ensures that management practices at all levels are aligned with quality tools.
• Responds to and handles guest problems and complaints.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

Qualification & 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.
• 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.

Job Details:

Company: Marriott

Vacancy Type: Full Time

Job Location: Dubai, UAE

Application Deadline: N/A

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