Quality Manager Job at Marriott Bonvoy (Ibiza)

Job Description

Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.

Job Responsibility

Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs
Verifies employee satisfaction and focuses on continuous improvement at the property level
Champions the Quality function and builds support for change
Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training
Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas
Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits
Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office
Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution
Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable
Immerses in operations to better understand issues/defects faced on the ground
Drives several initiatives for business standard audits and guestvoice
Conducts monthly audit to verify compliance with company and brand standards
Makes and executes the necessary decisions to keep property moving forward toward achievement of goals
Directs property quality efforts to address critical customer requirements
Partners with Learning & Development (L&D) to train executive committee members and managers on problem solving, process improvement, and strategic planning techniques
Develops specific training designed to improve service performance
Drives brand values and philosophy in all training and development activities
Partners with L&D team to verify 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
Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process
Verifies that management practices at all levels are aligned with quality tools
Verifies the tools for continuous improvements are in place and being utilized
Uses data collection methods to identify, compile, display, track, and analyze defect trends
Reviews guest feedback with leadership team and verifies appropriate corrective action is taken
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 on various platforms (social media, TripAdvisor, etc.)

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
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
Experience and/or knowledge of hotel business
Ability to understand quality management practices and teaches to others
Ability to understand data collection methods
Knowledge of budget preparation and the control of costs
Working knowledge of statistical measurement tools
Effective presentation skills
Detail orientation and analytical

Nice to have

Operations background – depending on hotel facilities, a rooms or f&b background may be preferred
Previous training in guest relations
Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications
Experience/trained in Six Sigma or TQM

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