Quality Manager

About the Role

Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision and brand standards, with a focus on customer needs, employee satisfaction and continuous improvement at the property level. Champions the Quality function and builds support for change.

Location: Koh Samui, Surat Thani, Thailand.

Qualifications

• 2-year degree in Business Administration, Hotel and Restaurant Management, or related major with 4 years' experience in guest services, front desk, housekeeping, sales & marketing, management operations, or related area; OR 4-year bachelor's degree with 2 years' experience in those areas.
• Experience/knowledge of hotel business; understanding of quality management practices and ability to teach others; knowledge of data collection methods, budget preparation and cost control; working knowledge of statistical measurement tools; effective presentation skills; detail orientation and analytical mindset.
• Desirable: operations background (rooms or F&B), prior training in guest relations, experience with databases/word processing/spreadsheets/graphic/statistical applications, and training/experience in Six Sigma or TQM.

Responsibilities

• Managing Quality Assurance Goals: attend executive and department meetings to report hotel performance and guest incidents; present weekly analysis on defect trends and guest feedback with recommendations; coordinate weekly quality meetings focused on guest feedback, top incidents and business standard audits; record, track and communicate progress of quality activities to leadership, managers, associates and corporate office; facilitate problem-solving and process improvement teams to ensure systematic processes and quality tools are used and improvements are measurable.
• Executing Quality Training Programs: partner with Learning & Development to train executive committee members and managers on problem solving, process improvement and strategic planning; develop training to improve service performance and drive brand values; verify transfer of learning in hotel/classroom; identify performance gaps and work with managers to implement appropriate training; partner with HR on recognition programs for associate involvement.
• Managing Quality Tools: verify management practices align with quality tools, ensure continuous improvement tools are in place and utilized, and use data collection methods to identify, compile, display, track and analyze defect trends.
• Managing the Guest Experience: review guest feedback with leadership and verify corrective actions; incorporate guest satisfaction into departmental meetings with a continuous improvement focus; remain visible to guests to obtain feedback on product and service levels; support operational leaders in responding to guest feedback and complaints on various platforms (social media, TripAdvisor, etc.).
• Make and execute necessary decisions to move the property toward goals and complete other reasonable duties as requested by leadership.

Company Description

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. Part of Marriott International, W Hotels emphasizes innovation and a culture that brings guests’ passions to life. Marriott International is an equal opportunity employer committed to non-discrimination and fostering an inclusive environment where diverse backgrounds and experiences are valued.