Director of Quality Job at Marriott Bonvoy (London)

Job Description

The position is responsible for implementing quality assurance processes through advising, coaching, and training ensuing all activities are strategically linked to the company’s mission and vision, brand standards, target customer needs, and with a focus on continuous improvement at the property level. The Director of Quality must review analytics and provide guidance and leadership to all high- guest-contact associates, working alongside with the HODs to deliver the brand promise. This role is an Integral part of the Leadership Team who will influence strategic decisions by representing the voice of the guest.

Job Responsibility

Implementing quality assurance processes through advising, coaching, and training
Review analytics and provide guidance and leadership to all high-guest-contact associates
Influence strategic decisions by representing the voice of the guest
Continuous evaluation of Quality KPIs
Provide analysis and recommendations to help improve performance
Immerses self in operations to better understand ground realities
Provides resources and guidance that enable discipline leads to achieve Quality related Balanced Scorecard goals
Foster and deepen the culture of data-driven decision-making across the hotel
Actively participates in meetings to provide insights based on historical and predictive analysis of all Quality Metrics
Develop action plans to address performance gaps
Commit to understanding and embracing the JW Marriott and Marriott culture
Motivate teams to create strong relationships with guests
Implement, monitor, and evaluate in house recognition programs
Conducts regular practice audits to ensure compliance with relevant industry and Marriott’s standards
Educates new employees on the foundations of the quality processes
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
Facilitates process improvement teams
Develop and deliver specific trainings on the delivery of service excellence, process improvement and Strategic Planning techniques
Coach and develop employees
Partners with HR team to ensure hotel/classroom training takes place
Partner with HR on hotel recognition program for associates
Identifies performance gaps and works with managers to develop and implement ad hoc trainings
Uses data collection methods to identify trends impacting guest satisfaction
Develops systems to enable employees to understand guest satisfaction results
Communicates a clear and consistent message regarding departmental goals
Familiarizes employees with the daily quality production reports
Ensures that management practices at all levels are aligned with quality tools
Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer
Ensure all digital guest experience touchpoints are executed to the target performance levels
Reviews all forms of guest and customer feedback with leadership team
Incorporates guest satisfaction as a component of departmental meetings
Stays visible and interfaces with guests on a regular basis to obtain feedback
Supports operations leaders on responding and handling guest feedback
Responds to and handles guest problems and complaints
Creates an atmosphere in all properties that meets or exceeds guest expectations
Encourage and motivate employees to perform their best
Listen to hourly employees' suggestions for improving how work is done
Coordinate tasks and work with other departments to ensure department runs efficiently
Collaborate with management to develop ideas and procedures
Assist management in establishing and communicating goals, performance expectations
Champions change ensures brand and regional business initiatives are implemented

Requirements

Four years’ experience in hotel operations, preferably holding different roles in different departments during this time
Strong communication skills (verbal, listening, writing)
Personable and people orientated demeanor with the ability to build relationships
Effective coaching and influencing skills
Strong business acumen and focus on results
Analytical skills- Experience evaluating business trends and developing proactive strategies
Problem solving and decision-making skills
Planning and organisational skills

What we offer

Team-spirited co-workers
Encouraging management
Wellbeing programs
Comprehensive Training and Development program
Meals at work
Uniform
Awards and recognition celebrations

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Director of Quality

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