ADDITIONAL INFORMATION
Job Number25131791
Job CategoryProcurement, Purchasing, and Quality Assurance
LocationJW Marriott Marquis Hotel Dubai, Sheikh Zayed Road, Business Bay, Dubai, United Arab Emirates, United Arab Emirates, 121000
ScheduleFull Time
Located Remotely?N
Position Type Management
JOB SUMMARY
Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.
EDUCATION AND EXPERIENCE
- 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major.
- Minimum 4 years of experience in Food & Beverage and/or Front Office operations within an international luxury hospitality brand.
- Knowledge of Forbes Travel Guide and/or Leading Quality Assurance (LQA) standards is required.
- Proven track record of delivering exceptional guest experiences aligned with luxury service standards.
- Ability to train and mentor operational teams on service excellence and brand standards.
- Flexibility to work in a dynamic, fast-paced environment with a focus on continuous improvement.
OR
- 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or related major.
- Minimum 2 years of experience in Food & Beverage and/or Front Office operations within an international luxury hospitality brand.
- Knowledge of Forbes Travel Guide and/or Leading Quality Assurance (LQA) standards is required.
- Proven track record of delivering exceptional guest experiences aligned with luxury service standards.
- Ability to train and mentor operational teams on service excellence and brand standards.
- Flexibility to work in a dynamic, fast-paced environment with a focus on continuous improvement.
EXPERIENCE AND CULTURE:
- Conducts departmental trainings for operational teams ensuring compliance with Brand, Forbes and LQA standards.
- Supports operational teams in creating unique experiences throughout guest journey.
- Introduces new associates to the foundations of exceptional service, brand programs and quality processes.
- Drives the culture of creating meaningful moments for the guests through “Moments of Marquis” program.
- Maintains awareness on the training tools and resources available through communication via Daily Rehearsal.
MANAGING GUEST EXPERIENCE
- Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
- Responds to guest feedback received via post-stay surveys and online reviews.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Creates an atmosphere in all properties that meets or exceeds guest expectations.
MANAGING THE GUEST EXPERIENCE
- Reviews guest feedback with leadership team and verifies appropriate corrective action is taken.
- Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
- Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JW Marriott is part of Marriott International’s luxury portfolio and consists of more than 100 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. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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