Quality Manager

2 weeks ago

Shanghai, Shanghai, China Marriott International Full time
MAIN DUTIES AND RESPONSIBILITIES
  • Coaches' managers on embracing the total quality management leadership style.
  • Makes and implements necessary decisions to propel property towards achieving goals.
  • Directs property quality efforts to address essential customer requirements.
  • Drives strategic initiatives for various quality assessments.
  • Conducts regular self-audits to ensure compliance with standards.
  • Immerses in operations to better grasp on-ground issues.
  • Attends daily operational meetings to provide timely updates on performance.
  • Shares weekly analysis on defect trends and guest feedback.
  • Conducts quality meetings focusing on key operational defects.
  • Records and communicates progress of quality activities to stakeholders.
  • Facilitates problem-solving meetings ensuring resolution is achieved.
Executing Quality Training Program
  • Partners with L&D for training ExCom members and managers.
  • Develops specific training programs to enhance service performance.
  • Ensures brand values are incorporated into all training activities.
  • Identifies performance gaps and implements training to improve results.
  • Collaborates on a recognition program to acknowledge associates.
Leading Quality Assurance Team
  • Trains team members and managers on problem solving techniques.
  • Develops systems to enhance understanding of guest satisfaction.
  • Communicates departmental goals clearly for desired outcomes.
  • Educates new employees on quality processes and tools.
  • Facilitates and leads teams to rectify defects and ensure performance delivery.
  • Managing Quality Tools
  • Ensures management practices align with quality tools.
  • Utilizes data collection methods to analyze defect trends.
  • Communicates key drivers of guest satisfaction.
  • Identifies and analyzes issues and trends.
Managing the Guest Experience
  • Reviews guest feedback and takes appropriate corrective actions.
  • Creates an atmosphere exceeding guest expectations.
  • Incorporates guest satisfaction in departmental meetings for improvement.
  • Obtains feedback from customers on product quality and service levels.
  • Supports operational leaders in addressing guest feedback and complaints.
Marriott International promotes an inclusive culture and equal employment opportunities.

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