Quality Manager

2 weeks ago

Shanghai, Shanghai, China JW Marriott Full time
Job Number
Job Category: Administrative
Location: JW Marriott Hotel Shanghai at Tomorrow Square, Nanjing West Road, Shanghai, China
Schedule: Full-Time
Located Remotely?: No
Relocation?: No
Position Type: Non-ManagementMain Duties and Responsibilities:
  • Managing Quality Assurance Goals
  • Coach managers on implementing the total quality management leadership style.
  • Make and execute necessary decisions to propel property towards goal achievement.
  • Direct property quality efforts to meet critical customer requirements.
  • Drive strategic initiatives for various quality assessments.
  • Conduct regular self-audits to ensure compliance with company and brand standards.
  • Immerse in operations to better understand challenges faced on a daily basis.
  • Attend daily operational meetings to provide real-time updates on hotel performance.
  • Present weekly analysis on trends, feedback, and offer improvement recommendations.
  • Conduct quality meetings focusing on operational issues.
  • Record and communicate progress of quality activities within the hotel.
  • Facilitate problem-solving meetings ensuring systematic process adherence.
Executing Quality Training Program:
  • Collaborate with Learning & Development for training on problem-solving and strategic planning.
  • Develop specific training programs for service improvement.
  • Instill brand values in all training and development activities.
  • Ensure transfer of learning occurs in the classroom and hotel setting.
  • Identify performance gaps and implement appropriate training for improvement.
  • Collaborate on recognition programs for associates involved in quality processes.
Leading Quality Assurance Team:
  • Train team members and managers on problem-solving techniques.
  • Develop systems for understanding guest satisfaction results.
  • Communicate clear departmental goals for desired results.
  • Coach managers on total quality management leadership.
  • Educate new employees on quality processes and tools.
  • Familiarize employees with quality production reports and trend analysis.
  • Lead teams to rectify defects and improve performance.
Managing Quality Tools:
  • Ensure management practices align with quality tools.
  • Utilize data collection methods to track and analyze defect trends.
  • Communicate key drivers of guest satisfaction for target customers.
  • Analyze issues and identify trends.
Managing the Guest Experience:
  • Review guest feedback and take corrective actions.
  • Create an exceptional guest experience that exceeds expectations.
  • Incorporate guest satisfaction in departmental meetings for continuous improvement.
  • Interact with customers to gather feedback on product quality and service satisfaction.
  • Support operational leaders in handling guest feedback and social media interactions.

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