Assistant Quality Manager

Job Description

Job Number 24030612
Job Category Administrative
Location JW Marriott Hotel Shanghai at Tomorrow Square, 399 Nanjing West Road, Shanghai, Shanghai, China VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

MAIN DUTIES AND RESPONSIBILITIES

Managing Quality Assurance Goals

• 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.

• Drive server initiatives for BSA, guestVoice, LQA, Forbes, TripAdvisor, Ctrip, Dianping Score.

• Conducts monthly self-audit to ensure compliance with company and brand standards.

• Immerses in operations to better understand issues/defects faced on the ground.

• Attends daily operational meetings to give real time updates on hotel performance in timely manner.

• Presents and share weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.

• Conducts bi-weekly quality meeting focusing on top operational defects of guestVoice, BSA, LQA, OTA.

• Record, track and communicate the progress of quality related activities in the Hotel to ExCom members, managers, associates and the corporate office.

• Facilitate problem solving meetings assuring the systematic process is adhered to, quality tools are used, and 100% resolution is achieved.

Executing Quality Training Program

• Partner with L&D to train ExCom members and managers on problem solving, process improvement and strategic planning techniques.

• Develops specific training to improve service performance.

• Drives brand values and philosophy in all training and development activities.

• Partners with L&D team to ensure 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.

• Partner with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.

Leading Quality Assurance Team

• Trains team members and managers on problem solving, process improvement and strategic planning techniques.

• Develops systems to enable employees to understand guest satisfaction results.

• Communicates a clear and consistent message regarding departmental goals to produce desired results.

• Coaches’ managers on adopting the total quality management leadership style.

• Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.

• Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.

• Facilitate, coach & lead QIT/ Project teams with department heads to ensure defects rectify process, track, and report for performance delivery, make necessary adjustment in-during when needed with ExCom members.

Managing Quality Tools

• Ensures that management practices at all levels are aligned with quality tools.

• Uses data collection methods to compile, display, track, and analyze defect trends, and manage the database.

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

• Analyzes issues and identifies trends.

Managing the Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

• Creates an atmosphere in all properties that meets or exceeds guest expectations.

• 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 e.g. social media, TripAdvisor.

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.

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 “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s 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 you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll 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. That’s The JW TreatmentTM. In joining JW Marriott, 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.