Assistant Quality Manager

4 months ago

Shanghai, China Marriott International Full time

MAIN DUTIES AND RESPONSIBILITIES

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.

• Drive server initiatives for BSA, guestVoice, LQA, Forbes, TripAdvisor, Ctrip, Dianping Score.

• Conducts monthly self-audit to ensure compliance with company and brand standards.

• Immerses in operations to better understand issues/defects faced on the ground.

• Attends daily operational meetings to give real time updates on hotel performance in timely manner.

• Presents and share weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.

• Conducts bi-weekly quality meeting focusing on top operational defects of guestVoice, BSA, LQA, OTA.

• Record, track and communicate the progress of quality related activities in the Hotel to ExCom members, managers, associates and the corporate office.

• Facilitate problem solving meetings assuring the systematic process is adhered to, quality tools are used, and 100% resolution is achieved.

Executing Quality Training Program

• Partner with L&D to train ExCom members and managers on problem solving, process improvement and strategic planning techniques.

• Develops specific training to improve service performance.

• Drives brand values and philosophy in all training and development activities.

• Partners with L&D team to ensure transfer of learning in the hotel/classroom takes place.

• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.

• Partner with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.

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.

• Facilitate, coach & lead QIT/ Project teams with department heads to ensure defects rectify process, track, and report for performance delivery, make necessary adjustment in-during when needed with ExCom members.

Managing Quality Tools

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

• Uses data collection methods to compile, display, track, and analyze defect trends, and manage the database.

• 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.

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

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Supports operational leaders in the response and handling of guest feedback, problems and complaints . social media, TripAdvisor.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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