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Marriott Bonvoy Logo Marriott Bonvoy · Quality Control

Cluster Director of Quality

Singapore, Singapore · Job Posted January 15, 2026
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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 Responsibility

  • Communicate the concept of Total Quality Management through advising, coaching, training, and facilitating
  • Work with direct reports, General Managers, and other staff to develop and implement quality assurance strategies
  • Ensure quality processes meet company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level
  • Coach managers on adopting the Total Quality Management leadership style
  • Make and execute the necessary decisions to keep property moving forward toward achievement of goals
  • Direct property quality efforts to address critical customer requirements
  • Facilitate process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable
  • Train team members and managers on problem solving, process improvement and strategic planning techniques
  • Develop systems to enable employees to understand guest satisfaction results
  • Communicate a clear and consistent message regarding departmental goals to produce desired results
  • Educate new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement
  • Familiarize employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis
  • Ensure that management practices at all levels are aligned with quality tools
  • Use data collection methods to compile, display, track, and analyze defect trends
  • Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer
  • Analyze issues and identify trends
  • Review guest feedback with leadership team and ensure appropriate corrective action is taken
  • Respond to and handle guest problems and complaints
  • Stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
  • Create an atmosphere in all properties that meets or exceeds guest expectations
  • Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results
  • Ensure employees are treated fairly and equitably
  • Ensure that regular, ongoing communication is happening in quality assurance
  • Foster employee commitment to providing excellent service, participate in daily stand-up meetings and model desired service behaviors in all interactions with guests and employees
  • Incorporate guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results
  • Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance
  • Solicit employee feedback, utilize an “open door policy” and review employee satisfaction results to identify and address employee problems or concerns
  • Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process
  • Conduct annual performance appraisal with direct reports according to Standard Operating Procedures
  • Champion change, ensure brand and regional business initiatives are implemented and communicate follow-up actions to team as necessary

Requirements

  • 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
  • OR 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
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