Market Dir-Quality Puerto Rico

Additional Information Job Number 25070527 Job Category Procurement, Purchasing, and Quality Assurance Location San Juan Marriott Resort & Stellaris Casino, 1309 Ashford Avenue, San Juan, Puerto Rico, United States, 00907VIEW ON MAP (Juan Marriott Resort & Stellaris Casino, 1309 Ashford Avenue, San Juan, Puerto Rico, United States, 00907) Schedule Full Time Located Remotely? N Position Type Management JOB SUMMARY 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 companyu2019s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. . CANDIDATE PROFILE Education and Experience u2022 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 u2022 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. CORE WORK ACTIVITIES Managing Quality Assurance Goals u2022 Coaches managers on adopting the Total Quality Management leadership style. u2022 Makes and executes the necessary decisions to keep property moving forward toward achievement of goals. u2022 Directs property quality efforts to address critical customer requirements. u2022 Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable. Leading Quality Assurance Team u2022 Trains team members and managers on problem solving, process improvement and strategic planning techniques u2022 Develops systems to enable employees to understand guest satisfaction results. u2022 Communicates a clear and consistent message regarding departmental goals to produce desired results. u2022 Coaches managers on adopting the Total Quality Management leadership style. u2022 Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement. u2022 Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis. Managing Quality Tools u2022 Ensures that management practices at all levels are aligned with quality tools. u2022 Uses data collection methods to compile, display, track, and analyze defect trends. u2022 Demonstrates and communicates key drivers of guest satisfaction for the brandu2019s target customer. u2022 Analyzes issues and identifies trends. Managing the Guest Experience u2022 Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. u2022 Responds to and handles guest problems and complaints. u2022 Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. u2022 Creates an atmosphere in all properties that meets or exceeds guest expectations. Managing and Conducting Human Resources Activities u2022 Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results. u2022 Ensures employees are treated fairly and equitably. u2022 Ensures that regular, ongoing communication is happening in quality assurance. u2022 Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees. u2022 Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results. u2022 Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. u2022 Solicits employee feedback, utilizes an u201copen door policyu201d and reviews employee satisfaction results to identify and address employee problems or concerns. u2022 Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process. u2022 Conducts annual performance appraisal with direct reports according to Standard Operating Procedures. u2022 Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary. _At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._ Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of u201cWonderful Hospitality. Always.u201d by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name thatu2019s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if youu2019re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brandu2019s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where youu2019ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. Thatu2019s The JW Treatmentu2122. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,u200b begin your purpose, belong to an amazing globalu200b team, and become the best version of you.

Created: 2025-06-14