Quality Manager (Qatar) Doha

Requirements

Requires a degree in Business Administration or Hotel Management with 2 to 4 years of experience in guest services or hotel operations. Candidates should possess knowledge of quality management practices, statistical tools, and budget control.

Job Summary

JOB SUMMARY

Implements quality assurance processes and verifies training and development
activities are strategically linked to the company’s mission, vision, brand
standards, and targets customer needs. Verifies employee satisfaction and
focuses 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; 4 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; 2 years experience in the guest services, front
desk, housekeeping, sales and marketing, management operations, or related
professional area.

Essential Experience 

• Experience and/or knowledge of hotel business.

• Ability to understand quality management practices and teaches to others.

• Ability to understand data collection methods.

• Knowledge of budget preparation and the control of costs.

• Working knowledge of statistical measurement tools.

• Effective presentation skills.

• Detail orientation and analytical

Desirable Experience 

• Operations background – depending on hotel facilities, a rooms or f&b
background may be preferred

• Previous training in guest relations.

• Previous experience using database, word processing, spreadsheet, graphic and
statistical computer applications.

• Experience/trained in Six Sigma or TQM

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

• Attends daily executive committee meetings to give real time updates on hotel
performance, address guest incidences and attends monthly department meetings to
enhance quality training.

• Presents and shares weekly analysis on defect trends, guest feedback and
provides recommendations on focus areas.

• Coordinates a weekly quality meeting focusing on guestVoice, top incidents,
and business standard audits.

• Records, tracks, and communicates the progress of quality related activities
in the hotel to executive committee members, managers, associates, and the
corporate office.

• Facilitates problem solving meetings to verify the systematic process is
adhered to and quality tools are used, with the intent to achieve resolution.

• Facilitates process improvement teams, verifying use of the systematic
processes, and improvement is achievable and measurable.

• Immerses in operations to better understand issues/defects faced on the
ground.

• Drives several initiatives for business standard audits and guestvoice.

• Conducts monthly audit to verify 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.

• Completes other reasonable duties as requested by leadership.

Executing Quality Training Programs

• Partners with Learning & Development (L&D) to train executive committee
members and managers on problem solving, process improvement, and strategic
planning techniques.

• Develops specific training designed to improve service performance.

• Drives brand values and philosophy in all training and development activities.

• Partners with L&D team to verify transfer of learning in the hotel/classroom
takes place.

• Identifies performance gaps and works with managers to develop and implement
appropriate training to improve performance.

• Partners with HR on hotel recognition program for associates to recognize
associates for involvement in the quality process.

Managing Quality Tools

• Verifies that management practices at all levels are aligned with quality
tools.

• Verifies the tools for continuous improvements are in place and being
utilized.

• Uses data collection methods to identify, compile, display, track, and analyze
defect trends.

Managing the Guest Experience

• Reviews guest feedback with leadership team and verifies appropriate
corrective action is taken.

• Incorporates guest satisfaction as a component of departmental meetings with a
focus on continuous improvement.

• Stays visible and interfaces with customers on a regular basis to obtain
feedback on quality of product, service levels, and overall satisfaction.

• Supports operational leaders in the response and handling of guest feedback,
problems, and complaints on various platforms (social media, TripAdvisor, etc.).

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.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to
experience life. We’re here to open doors and open minds. We are constantly
inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is
at our core and has made us renowned for reinventing the norms of luxury around
the globe. Whatever/Whenever is our culture and service philosophy that brings
our guests’ passions to life. If you are original, innovative, and always
looking towards the future of what’s possible, welcome to W Hotels. In joining W
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.

Responsibilities

Implements quality assurance processes and verifies that training activities align with company standards and customer needs. Focuses on continuous improvement by analyzing defect trends, conducting audits, and managing the guest experience.

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