Quality And Brand Experience Manager

JOB SUMMARY

 

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.

CANDIDATE PROFILE 

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major. 
• Minimum 4 years of experience in Food & Beverage and/or Front Office operations within an international luxury hospitality brand.
• Knowledge of Forbes Travel Guide and/or Leading Quality Assurance (LQA) standards is required.
• Proven track record of delivering exceptional guest experiences aligned with luxury service standards.
• Ability to train and mentor operational teams on service excellence and brand standards.
• Flexibility to work in a dynamic, fast-paced environment with a focus on continuous improvement.

OR

• 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or related major. 
• Minimum 2 years of experience in Food & Beverage and/or Front Office operations within an international luxury hospitality brand.
• Knowledge of Forbes Travel Guide and/or Leading Quality Assurance (LQA) standards is required.
• Proven track record of delivering exceptional guest experiences aligned with luxury service standards.
• Ability to train and mentor operational teams on service excellence and brand standards.
• Flexibility to work in a dynamic, fast-paced environment with a focus on continuous improvement.

CORE WORK ACTIVITIES

Experience and Culture:

• Conducts departmental trainings for operational teams ensuring compliance with Brand, Forbes and LQA standards.
• Supports operational teams in creating unique experiences throughout guest journey. 
• Introduces new associates to the foundations of exceptional service, brand programs and quality processes. 
• Drives the culture of creating meaningful moments for the guests through “Moments of Marquis” program.
• Maintains awareness on the training tools and resources available through communication via Daily Rehearsal.

Assists Director of Quality with:

Quality Assurance:

• Conducts experience audits and assessments by performing regular site visits, mystery shopper programs, or interviews to evaluate experience delivery and review feedback from guests, associates, and stakeholders.
• Collaborates with cross-functional teams by working with operations, HR, marketing, and leadership to embed culture and experience goals across departments.
• Reports and communicates outcomes to the leadership.
• Familiarizes associates with the quality reports and how to spot trends in their work areas and initiate root cause analysis.

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

 

Managing Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to guest feedback received via post-stay surveys and online reviews. 
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all properties that meets or exceeds guest expectations.

Managing and Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• 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.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• 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.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary

Executing Quality Training Programs

• 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.

Managing Quality Tools

• 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.

Managing the Guest Experience

• 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.).

 

 

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 Treatment™. 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.