Director of Quality and Development

Marriott • Avon, CO

6h • $82,000 - $103,000

About The Position

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

The role also ensures The Ritz-Carlton Gold Standards are delivered graciously and thoughtfully, and that the brand’s culture, service values, and commitment to excellence guide the work of the team.

Requirements

• A 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, plus 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area; OR
• A 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or a related major, plus 2 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.

Responsibilities

• Coach managers on adopting the Total Quality Management leadership style.
• Make and execute decisions that keep the property moving toward its goals.
• Direct property quality efforts to address critical customer requirements.
• Facilitate process improvement teams and ensure systematic processes are used and improvements are achievable and measurable.
• Train team members and managers in problem solving, process improvement, and strategic planning techniques.
• Develop systems that help employees understand guest satisfaction results.
• Communicate clear and consistent departmental goals.
• Educate new employees about quality processes, quality tools, and their role in continuous improvement.
• Familiarize employees with daily quality production reports, trend identification, and root cause analysis.
• Ensure management practices at all levels align with quality tools.
• Collect, display, track, and analyze defect-trend data.
• Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer.
• Analyze issues and identify trends.
• Review guest feedback with the leadership team and ensure appropriate corrective action.
• Respond to and handle guest problems and complaints.
• Maintain visibility and regularly interact with customers to obtain feedback on product quality, service levels, and overall satisfaction.
• Create an atmosphere across properties that meets or exceeds guest expectations.
• Facilitate creative solutions to obstacles and ensure implementation to continually improve guest satisfaction results.
• Ensure employees are treated fairly and equitably.
• Ensure regular, ongoing communication about quality assurance.
• Foster employee commitment to excellent service, participate in daily stand-up meetings, and model desired service behaviors.
• Include guest satisfaction in staff and operations meetings, emphasizing innovative ways to improve results.
• Set goals and expectations for direct reports through the performance review process and hold staff accountable for performance.
• Solicit employee feedback, use an open-door policy, and review employee satisfaction results to identify and address concerns.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation follow SOPs and LSOPs, and the Peer Review Process is supported.
• Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
• Champion change and ensure brand and regional business initiatives are implemented, communicating follow-up actions to the team.

Benefits

• A wide range of benefits designed to support employees and their families, enrich wellbeing, empower careers, and spark new adventures; eligibility and options may vary by employment status, position, and location.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree