Assistant Director Of Quality

Job Number 23097440

Job Category Procurement, Purchasing, and Quality Assurance

Location JW Marriott Hotel Jakarta, Jalan DR Ide Anak Agung Gde Agung Kav E.1.2 No 1&2, Jakarta, Daerah Khusus Ibukota Jakarta, Indonesia

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

Job Summary

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. .

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.

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

• Directs property quality efforts to address critical customer requirements.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.
• Coaches managers on adopting the Total Quality Management leadership style.

Leading Quality Assurance Team

• Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Trains team members and managers on problem solving, process improvement and strategic planning techniques
• 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.

Managing 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.
• Ensures that management practices at all levels are aligned with quality tools.
• Analyzes issues and identifies trends.

Managing The Guest Experience

• Creates an atmosphere in all properties that meets or exceeds guest expectations.
• Responds to and handles guest problems and complaints.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

Managing and Conducting Human Resources Activities

• 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.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Ensures employees are treated fairly and equitably.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• 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.

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

Marriott Hotels , Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 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™.