Quality Assurance Manager
2 weeks ago
Lead the hotel s quality assurance programs, ensuring full compliance with Marriott International standards.
Analyze guest feedback, service metrics, and defect trends to identify areas for improvement.
Conduct regular audits to assess operational quality, service delivery, and brand compliance.
Facilitate problem-solving meetings and improvement workshops using quality management tools such as Six Sigma or TQM.
Collaborate with department heads to implement corrective and preventive actions.
Oversee business standard audits, GuestVoice analysis, and performance tracking.
Partner with Learning & Development to design and deliver training programs focused on service improvement and process efficiency.
Present quality reports and recommendations to the executive committee and management team.
Monitor key performance indicators related to guest satisfaction and operational excellence.
Stay engaged with guests to assess satisfaction levels and support the team in managing feedback and complaints.
Desired Candidate ProfileBachelor s degree in Business Administration, Hospitality Management, or a related field.
Minimum 4 years of experience in hospitality quality assurance, operations, or guest services.
Strong understanding of hotel operations, data analysis, and process improvement methodologies.
Skilled in statistical tools, report preparation, and presentation.
Excellent communication, leadership, and training delivery abilities.
Certification in Six Sigma, Lean, or TQM preferred.
Detail-oriented, analytical thinker with a passion for guest satisfaction.
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