Loyalty & Quality Assurance Manager

2 weeks ago

George Town, Penang, Malaysia Marriott International, Inc Full time

Job Number

Job Category Rooms & Guest Services Operations

Location Penang Marriott Hotel, 55 Persiaran Gurney, George Town, Penang, Malaysia VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

HOTEL DESCRIPTION


Perfectly positioned along Gurney Drive, a popular seafront promenade in George Town, Penang Marriott Hotel will be part of a 55-storey tower, featuring 220 rooms to enable guests to seamlessly transition between work and relaxation.

A range of dining options, including a speciality restaurant, an all-day dining buffet restaurant, bar and lounge areas, will provide guests with a wide offering of local and international favorites.

Guests will also be able to maintain their fitness routines while on the road, with a fully-equipped fitness center, along with an outdoor swimming pool, complete with a sun deck.

This new hotel will also cater to business travelers' every need, with a state-of-the-art business center and multi-purpose event spaces - including a 500sqm ballroom as well as 4 meeting rooms, perfect for hosting business meetings, functions and other special events.

The hotel is projected to open in Q1, 2024.

JOB SUMMARY
Communicates the concept of Total Quality Management, through advising, coaching, training, and facilitating. Works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies.

Verifies that quality processes meet company's mission and brand standards, target customer needs, promote employee satisfaction, and focus on continuous improvement at the property level.


CANDIDATE PROFILE

Education and Experience

  • 2year 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

  • 4year 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

  • 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.
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.
Managing Quality Tools

  • Verifies 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.
  • Analyzes issues and identifies trends.
Managing the Guest Experience

  • Reviews guest feedback with leadership team and confirms appropriate corrective action is taken.
  • Responds to and handles guest problems and complaints.
  • 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. Responds to and handles guest problems and complaints.
  • 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.
  • Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, peoplefirst culture. We are committed to nondiscrimination 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 th

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