Job Description

Director of Quality - EXPLORE MARRIOTT

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriott Grosvenor House London Located on Park Lane in the heart of Mayfair, our distinguished 5-star hotel offers exceptional accommodation, epicurean delights and sweeping views over Hyde Park. This grand 5-star hotel celebrated its 95th anniversary in 2024. JW Marriott Grosvenor House London welcomes celebrities, royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep, the hotel is a stone’s throw from Bond Street, Knightsbridge, Regent Street, Buckingham Palace, V&A, Natural History & Science museums and the West End. Our guests are able to experience modern luxury in a place where they can be mindful and present, and indulge in the inspired service and nourishing surroundings.

We are currently recruiting for a Director of Quality who strives to provide and fulfil guest expectations, Supports and motivates a team to enhance the guest experience. Join our amazing and diverse team and grow your career with Marriott International, the world’s largest and most celebrated hospitality brand.

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.

CANDIDATE PROFILE

Experience:

• Four years’ experience in hotel operations, preferably holding different roles in different departments during this time.

Skills and Knowledge:

• 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.

GENERAL REQUIREMENTS

Managing Quality Assurance Goals:

• Continuous evaluation of Quality KPIs (e.g., Guest Satisfaction Surveys, Social Sites Reviews). Provide analysis and recommendations to help improve performance.
• Immerses self in operations to better understand ground realities, observe issues/defects and help monitor solutions.
• 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 (Guest Satisfaction Surveys, Mystery Shopping, social media, Defects etc).
• Develop action plans to address performance gaps.
• Commit to understanding and embracing the JW Marriott and Marriott culture in every aspect of the daily operation.
• Motivate teams to create strong relationships with guests.
• Implement, monitor, and evaluate in house recognition programs; reward, recognize and actively communicate outstanding performances.
• Conducts regular practice audits to ensure compliance with relevant industry and Marriott’s standards
• Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.
• 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, assuring use of the systematic processes, and improvement is achievable and measurable.

Executing Quality Related Training Programs:

• Develop and deliver specific trainings on the delivery of service excellence, process improvement and Strategic Planning techniques.
• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
• Partners with HR team to ensure hotel/classroom training takes place.
• Partner with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.
• Identifies performance gaps and works with managers to develop and implement ad hoc trainings to improve performance
• Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.

Managing Quality Tools:

• Uses data collection methods to identify, compile, display, track, and analyze trends impacting guest satisfaction.
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.
• 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.

Improve the Guest Experience:

• Ensure all digital guest experience touchpoints are executed to the target performance levels
• Reviews all forms of guest and customer feedback with leadership team and ensures appropriate corrective and preventive action is taken.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Stays visible and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Supports operations leaders on responding and handling guest feedback, problems and complaints e.g., social media, TripAdvisor.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Creates an atmosphere in all properties that meets or exceeds guest expectations.

Assists Management:

• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions, and provide input on possible improvements.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

REWARDS FOR WORK… BENEFITS FOR YOUR LIFESTYLE

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. You’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

We’ll support you in and out of the workplace by offering:

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

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.