Director of Quality - JW Marriott Grosvenor House London

Director of Quality - EXPLORE
MARRIOTT

Marriott International portfolio of brands includes both
JW Marriott and Marriott Hotels.

JW Marriott Grosvenor House
London Located on Park Lane in the heart of Mayfair, our distinguished
5-star hotel offers exceptional accommodation, epicurean delights and sweeping
views over Hyde Park. This grand 5-star hotel celebrated its 95th anniversary
in 2024. JW Marriott Grosvenor House London welcomes celebrities, royalty
and business leaders to Mayfair throughout its history and continues to do so.
London is on the doorstep, the hotel is a stone’s throw from Bond Street,
Knightsbridge, Regent Street, Buckingham Palace, V&A, Natural History &
Science museums and the West End. Our guests are able to experience modern
luxury in a place where they can be mindful and present, and indulge in
the inspired service and nourishing surroundings.

We are currently
recruiting for a Director of Quality who strives to provide
and fulfil guest expectations, Supports and motivates a team to enhance
the guest experience.

Join our amazing and diverse team and grow your career with Marriott
International, the world’s largest and most celebrated hospitality brand.

JOB SUMMARY

The position is responsible
for implementing quality assurance processes through advising, coaching,
and training ensuing all activities are strategically linked to the company’s
mission and vision, brand standards, target customer needs, and with a focus
on continuous improvement at the property level.

The Director of Quality
must review analytics and provide guidance and leadership to all high-
guest-contact associates, working alongside with the HODs to deliver the brand
promise.

This role is an Integral part of the Leadership Team who
will influence strategic decisions by representing the voice of
the guest.

CANDIDATE
PROFILE

Experience:

• Four years’
  experience in hotel operations, preferably holding different roles in different
  departments during this time.

Skills
and Knowledge:

• Strong communication skills (verbal,
  listening, writing)
• Personable and people orientated demeanor with
  the ability to build relationships
• Effective coaching and influencing
  skills
• Strong business acumen and focus on results.


• Analytical skills- Experience evaluating business trends and developing
  proactive strategies
• Problem solving and decision-making skills.


• Planning and organisational skills.

GENERAL
REQUIREMENTS

Managing Quality Assurance
Goals:

• Continuous evaluation of Quality KPIs (e.g., Guest
  Satisfaction Surveys, Social Sites Reviews). Provide analysis
  and recommendations to help improve performance.
• Immerses self
  in operations to better understand ground realities, observe issues/defects
  and help monitor solutions.
• Provides resources and guidance that enable
  discipline leads to achieve Quality related Balanced Scorecard goals.


• Foster and deepen the culture of data-driven decision-making across
  the hotel.
• Actively participates in meetings to provide insights based
  on historical and predictive analysis of all Quality Metrics (Guest Satisfaction
  Surveys, Mystery Shopping, social media, Defects etc).
• Develop action
  plans to address performance gaps.
• Commit to understanding
  and embracing the JW Marriott and Marriott culture in every aspect of the daily
  operation.
• Motivate teams to create strong relationships
  with guests.
• Implement, monitor, and evaluate in house recognition
  programs; reward, recognize and actively communicate outstanding
  performances.
• Conducts regular practice audits to ensure compliance
  with relevant industry and Marriott’s standards
• Educates new employees
  on the foundations of the quality processes, how to use quality tools and their
  role in continuous improvement.
• 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.

Executing Quality Related Training
Programs:

• Develop and deliver specific trainings on
  the delivery of service excellence, process improvement and Strategic Planning
  techniques.
• Coach and develop employees (e.g., create expectations
  for continual improvement, provide challenging tasks and assignments, hold
  development discussions, and construct and execute development plans).


• Partners with HR team to ensure hotel/classroom training takes place.


• Partner with HR on hotel recognition program for associates to recognize
  associates for involvement in the quality process.
• Identifies
  performance gaps and works with managers to develop and implement ad hoc
  trainings to improve performance
• Educates new employees on
  the foundations of the quality processes, how to use quality tools and their
  role in continuous improvement.

Managing Quality
Tools:

• Uses data collection methods to identify, compile,
  display, track, and analyze trends impacting guest satisfaction.


• Develops systems to enable employees to understand guest satisfaction
  results.
• Communicates a clear and consistent message regarding
  departmental goals to produce desired results.
• Familiarizes employees
  with the daily quality production reports and how to spot trends in their work
  areas and initiate root cause analysis.
• Ensures that management
  practices at all levels are aligned with quality tools.
• Demonstrates
  and communicates key drivers of guest satisfaction for the brand’s target
  customer.

Improve the Guest Experience:

• Ensure all digital guest experience touchpoints are executed to the target
  performance levels
• Reviews all forms of guest and customer feedback
  with leadership team and ensures appropriate corrective and preventive action
  is taken.
• Incorporates guest satisfaction as a component
  of departmental meetings with a focus on continuous improvement.
• Stays
  visible and interfaces with guests on a regular basis to obtain feedback
  on quality of product, service levels and overall satisfaction.


• Supports operations leaders on responding and handling guest feedback,
  problems and complaints e.g., social media, TripAdvisor.
• Reviews guest
  feedback with leadership team and ensures appropriate corrective action
  is taken.
• Responds to and handles guest problems and complaints.


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

Assists Management:

• Encourage and motivate employees to perform their best, take responsibility
  for tasks and assignments, make decisions, and provide input on possible
  improvements.
• Listen to hourly employees' suggestions for improving how
  work is done and how guests are served, gaining management support as needed
  to act upon suggestions.
• Coordinate tasks and work with other
  departments to ensure that the department runs efficiently.
• Collaborate
  with management to develop and carry-out ideas and procedures and set goals
  to continuously improve department performance around guest and employee
  satisfaction scores.
• Assist management in establishing
  and communicating goals, performance expectations, timetables and deadlines
  for shift or departmental operations to hourly employees and ensure that
  they are understood.
• Champions change ensures brand and regional
  business initiatives are implemented and communicates follow-up actions to team
  as necessary.

REWARDS FOR WORK… BENEFITS FOR YOUR
LIFESTYLE

As a world-class leader in the travel industry, there’s
no better place than Marriott International to make your mark. Joining
us, you’ll get to entertain and meet people from all over the world as you build
your experience. You’ll find a place where your personality and ideas
are appreciated just as much as the work you do. You’ll grow through
opportunities to explore the business, opening yourself to various career
options.

If you have the natural ability to communicate and enjoy working with others,
we welcome you to join our global family.

We’ll support you in and out
of the workplace by offering:

• Team-spirited co-workers


• Encouraging management
• Wellbeing programs
• Comprehensive
  Training and Development program
• Meals at work
• Uniform


• Awards and recognition celebrations and many more….

Our highest
priority is making you feel as welcome as our guests. We want you to know you’re
important to us and that you’ll make an impact in your role, and for
that, you’ll be appreciated and valued.

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.