POSITION SUMMARY

The vision of the Luxury Quality Director is to partner with properties to deliver on Marriott’s luxury brands promise through Performance Expertise and Delivering Exceptional Guest Experiences. The Director will partner with Area Director of Operations, Area VPs and Managing Director Luxury to drive improvement by delivering tailored, targeted performance excellence solutions that elevate the luxury experience and facilitate bottom line results.
As a business partner to both the regional operation leaders and hotel’s General Manager, the Director of Quality provides recommended strategic direction to drive guest engagement strategy for each property. This leadership role has overall responsibility for analyzing the voice of the customer data to identify top focus areas, facilitating development of improvement strategy with hotel’s guidance teams, providing leadership of hotel’s quality improvement projects, and providing a regular scorecard to the regional and hotels’ teams on measures of success related to guest engagement. The Director assists hotels within their area in attaining guest engagement goals, resulting in improved financial performance through the elimination of defects, improved efficiencies and/or increased guest engagement. The Director provides guidance to the Quality Directors on-property. This position reports to the Managing Director, Luxury - APEC.
The Director of Quality is ultimately accountable for improving the Core Guest Experience of the Luxury Hotels in APEC providing insight and maintaining a One Stop Shop for all data needs related to Quality for the properties. This leadership role is a central point to coordinate the improvement efforts of all other relevant APEC stakeholders.

EDUCATION OR CERTIFICATION

• Bachelor’s degree required; Graduate degree, MS/MBA (or equivalent) in Business Administration/Management, and Lean Six Sigma Black Belt certification preferred.

EXPERIENCE:

• Five years’ experience in a senior management role leading quality improvement project and/or managing quality assurance processes (Area Director experience preferred)
• Lodging operations experience preferred (luxury market preferred)
• Preferred examiner for either a national or state quality program
• Planning and coordination of field research
• Ability to facilitate strategic discussion with senior leaders
• Ability to execute improvement strategies and managing complex projects
• Ability to communicate and train all levels of the organization
• Ability to analyze data, drive insights and prepare reports of findings
• Practical application of statistical methods and tools

Please refer the Job description for details