Director of Quality

About the Role

Location: The Naka Island a Luxury Collection Resort & Spa Phuket, 32 Moo 5 Tambol Paklok, Phuket, 83110
Schedule: Full Time
Position Type: Management

The position is responsible for implementing quality assurance processes that meet the company’s 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 change.

Responsibilities

• Coach managers on adopting the Total Quality Management leadership style.
• Conduct monthly audits to ensure compliance with company and brand standards.
• Make and execute necessary decisions to advance the property toward achievement of goals.
• Direct property quality efforts to address critical customer requirements.
• Assist with regional and company-wide implementation of best practices and facilitate process improvement teams using systematic, measurable methods.
• Provide training in quality sciences and ensure management practices at all levels align with quality tools.
• Use data collection methods to compile, display, track, and analyze defect trends and communicate key drivers of guest satisfaction.
• Review guest feedback with the leadership team, ensure appropriate corrective actions, respond to guest problems and complaints, and model service behaviors that meet or exceed guest expectations.

Qualifications

• Option 1: 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major, plus 3 years' experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
• Option 2: 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major, plus 1 year experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Skills

• Experience in hotel operations and guest service management; training in quality sciences; data collection and analysis of defect and satisfaction trends; report writing and stakeholder communication; leadership and coaching.

About the Company

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand, serves as a foundation as we continuously evolve to exceed the desires of the luxury traveler.

If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity and non-discrimination on any protected basis.