Director of Quality - JW Marriott Grosvenor House

Responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating. Position works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies. The position is responsible for ensuring that quality processes meet company's mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.,

• 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


• Ensures 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 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.



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


Managing and Conducting Human Resources Activities


• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.



• Ensures employees are treated fairly and equitably.



• Ensures that regular, ongoing communication is happening in quality assurance.



• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.



• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.



• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.



• Solicits employee feedback, utilizes an "open door policy" and reviews employee satisfaction results to identify and address employee problems or concerns.



• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.



• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.



• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
  
  2-year 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., 4-year 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.
  
  Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.


JW Marriott is part of Marriott International's luxury portfolio and consists of more than 110 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment .

Grosvenor House 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 90th anniversary in 2019. 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 Director of Quality who strive to provide and inspire incredible guest service that creates truly memorable experiences for our guests. Join our amazing and diverse team and grow your career with Marriott International, the world's largest and most celebrated hospitality brand., 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.

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required.

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.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment . In joining JW Marriott, 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.