Quality Manager

Job description / Role

Job Type
Full Time

Job Location
Muscat, Oman

Nationality
Any Nationality

Salary
Not Specified

Gender
Not Specified

Arabic Fluency
Not Specified

Job Function
General Management

Company Industry
Travel, Hotel & Tourism

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 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 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 audits 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 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.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service.

We invite you to explore careers at St. Regis. In joining St. Regis, 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.

About the Company
Marriott International is the world's largest hotel company based in Bethesda, Maryland, USA, with more than 6,000 properties in 122 countries and reported revenues of nearly $14 billion in fiscal year 2015. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott.

The company operates and franchises hotels and licenses vacation ownership resorts under 30 brands. Marriott International has more than 500,000 people working worldwide at managed or franchised properties, as well as at corporate offices. The company has been consistently recognized as a top employer and for its superior business ethics.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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