Quality Manager

**Job Number** 23156621

**Job Category** Procurement, Purchasing, and Quality Assurance

**Location** Sheraton Imperial Kuala Lumpur Hotel, Jalan Sultan Ismail, Kuala Lumpur, Wilayah Persekutuan, Malaysia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

The position is responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus 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 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR
- 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year 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.
- Conducts monthly audit to ensure compliance with company and brand standards
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Directs property quality efforts to address critical customer requirements.
- Assists with regional and/or company-wide implementation of company best practices.
- Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

**Managing Quality Tools**
- Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
- 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 ensures 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.
- Models service behaviors that meet or exceed guest expectations.
- 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._

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, 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.