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Multi-property Quality Manager

hace 2 meses

Panama Marriott International, Inc A tiempo completo

**Additional Information** JW Marriott Panama / W Panama

**Job Number** 23045603

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

**Location** JW Marriott Panama, Calle Punta Colon, Punta Pacifica, Panama City, Panama, Panama

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management
**JOB SUMMARY**

The Multi-Property Quality Manager partners with the property operations leaders within their portfolio of assigned hotels, to develop and deploy performance enhancing strategies focused on the customer-experience process, in support of Marriott’s vision “to be the World’s Favorite Travel Company”. In addition, this position partners with the Vice President of Operations, Area Directors of Operations, Sr. Director Quality & Continuous Improvement CALA, Brands, Product Integrity, and other disciplines, to operationalize and monitor the overarching Quality strategy as well as performance enhancing programs for each hotel in their portfolio, which improves GSS metrics and overall performance. The position is also responsible for leading the hotel’s Quality Committee as well as responsibilities towards the Quality Assurance program and related activities (BSA, GFSA, Practice Audits, etc). Moreover, this individual partners with various stakeholders to foster and instill a mindset of Continuous Improvement Process, Operational Excellence, Innovation and Compliance. The Quality manager identifies high-value projects to increase revenue and profitability, increase ITR and Elite appreciation based on all guestVoice key metrics.

**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.

**REQUIRED SKILLS**
- Experience establishing and managing quality / continuous process improvement teams in support of complex projects, and / or expertise working and leading matrix organizations with diverse teams
- Extensive knowledge of hotel operations including rooms, food & beverage, event management, etc.
- Experience successfully managing and/or deploying continuous process improvement, Lean, Six Sigma, TQM or other quality system on a dedicated or non-dedicated capacity.
- Demonstrated ability of effectively analyzing performance data, communicate findings and developing & implementing far reaching strategies in support of goals and, in general, a keen sense and passion for data analytics and statistical pattern interpretations
- Excellent communications skills (verbal, listening, writing), with ability to communicate effectively across all levels.
- Mature, professional demeanor, capable of expressing confident, independent judgement.
- High level of business English required, Spanish or Portuguese preferred.

**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._

Marriott International portfolio of brands includes both JW Marriott and Mar

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