Job summary

The position is responsible for implementing quality assurance processes that meet the company’s 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 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 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 brand’s 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.

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 celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J. Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates