Director, Quality - Luxury, Marriott Bonvoy

Marriott Bonvoy

Location:
Singapore, Singapore

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The vision of the Luxury Quality Director is to partner with properties to deliver on Marriott’s luxury brands promise through Performance Expertise and Delivering Exceptional Guest Experiences. This leadership role drives improvement by delivering tailored, targeted performance excellence solutions, elevating luxury experiences, and facilitating bottom-line results.

Job Responsibility:

Collaborates with relevant APEC disciplines to close gaps in the guest experience process
Provides input to overall Performance Balanced Scorecard Quality targets and ongoing monitoring
Maintains a central data repository to assist property quality leaders with their quality data needs
Actively promotes Best Practices through the APEC Best Practice library and scans for ideas that can be implemented
Facilitates Problem Solving projects using the appropriate Lean, Six Sigma, Design Thinking methodology
Provides resources and guidance that enable discipline leads to achieve Quality related Balanced Scorecard goals
Leads property deep dives, Partners with respective Area Director of Operations to align on actions and sets follow-up milestones with the property General Manager to monitor progress
Educates property leadership team members on the principles of quality management, how to use quality tools and their role in continuous improvement
Develop and deliver specific trainings on problem solving, service excellence delivery, process improvement and Strategic Planning techniques
Partners with APEC Luxury brand team to drive brand values and philosophy in all training and development activities
Partners with Learning & Development team to ensure transfer of learning in the hotel/classroom takes place
Partners with Continent Lodging Services (CLS) team to leverage the latest Guest Experience tools and trainings
Identifies performance gaps and works with leaders to develop and implement ad hoc trainings to improve performance
Partners with HR on hotel recognition program for associates to recognize associates for involvement in the Quality process
Selects, retains and continually develops diverse, high-caliber talent that make a strong positive impact on the organization
Anticipates future talent needs based on business plans
Actively participates in the development and recruitment of a pipeline of Quality management talent both inside and outside the discipline
Coaches Quality leaders to help them achieve their full potential
Facilitates periodic Quality leadership forums, team discussions and collaboration events to enable seamless sharing of information
Works through property Quality leaders to drive usage of process improvement Quality Tools
Provides support and guidance to Quality leaders and acts as a role model

Requirements:

Bachelor’s degree required
Graduate degree, MS/MBA (or equivalent) in Business Administration/Management, and Lean Six Sigma Black Belt certification preferred
Five years’ experience in a senior management role leading quality improvement project and/or managing quality assurance processes (Area Director experience preferred)
Lodging operations experience preferred (luxury market preferred)
Preferred examiner for either a national or state quality program
Planning and coordination of field research
Ability to facilitate strategic discussion with senior leaders
Ability to execute improvement strategies and managing complex projects
Ability to communicate and train all levels of the organization
Ability to analyze data, drive insights and prepare reports of findings
Practical application of statistical methods and tools

What we offer:

Equal opportunity employer policies
Inclusive, people-first culture
Recognition programs
Recruitment with no fees

Additional Information:

Job Posted:
August 08, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Director, Quality - Luxury