QUALITY MANAGER - FRANCHISED

Job Description For Quality Manager - Franchised(HOZ) in Madrid,Spain.
Job Number Job Category Procurement, Purchasing, and Quality AssuranceLocation The Palace a Luxury Collection Hotel Madrid, 7 Plaza de las Cortes, Madrid, Spain, Spain VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementAdditional Information.
This hotel is owned and operated by an independent franchisee, Archer Hotel Management Limited.
The franchisee is a separate company and a separate employer from Marriott International, Inc.
The franchisee solely controls all aspects of the hotels employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.
If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
OB SUMMARYThe position is responsible for implementing quality assurance processes that meet the companys 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 changeCORE WORK ACTIVITIESManaging Quality Assurance Goals• Coaches managers on adopting the Total Quality Management leadership style.• Conducts monthly audit 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 the systematic processes, and improvement is achievable and measurable.
anaging 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 analyse defect trends.• Demonstrates and communicates key drivers of guest satisfaction for the brands target customer.• Analyses issues and identifies trends.
anaging 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 behaviours that meet or exceed guest expectations.
ducation and Experience• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
R• 4-year bachelors degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
This company is an equal opportunity employer.
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