Quality Director📣 Job Ad

About the Role

Marriott International is seeking a dedicated Quality Director to join its team in Riyadh, Saudi Arabia. This full-time position is crucial for upholding and enhancing quality standards across properties, ensuring alignment with the company's mission and brand excellence.

Role Purpose and Context

The Quality Director will be responsible for communicating the principles of Total Quality Management (TQM) through advising, coaching, training, and facilitation. This role involves collaborating with direct reports, General Managers, and other staff to develop and implement comprehensive quality assurance strategies. The primary objective is to verify that quality processes consistently meet the company's mission, brand standards, target customer needs, promote employee satisfaction, and drive continuous improvement at the property level.

Key Responsibilities

• Communicate and advise on the concept of Total Quality Management (TQM) to various stakeholders.
• Develop and implement quality assurance strategies in collaboration with property leadership and staff.
• Verify that quality processes align with company mission, brand standards, and customer requirements.
• Coach managers on adopting the TQM leadership style and direct property quality efforts to meet critical customer needs.
• Facilitate process improvement teams, ensuring systematic processes and measurable improvements.
• Train team members and managers on problem-solving, process improvement, and strategic planning techniques.
• Develop systems to enhance employee understanding of guest satisfaction results and communicate departmental goals clearly.
• Educate new employees on quality process foundations, tools, and their role in continuous improvement.
• Familiarize employees with daily quality production reports, trend spotting, and root cause analysis.
• Ensure management practices at all levels are aligned with established quality tools.
• Utilize data collection methods to compile, display, track, and analyze defect trends.
• Demonstrate and communicate key drivers of guest satisfaction for the brand's target customer.
• Review guest feedback with leadership, confirming appropriate corrective actions are taken.
• Respond to and resolve guest problems and complaints effectively.
• Maintain visibility and regularly interact with customers to gather feedback on product quality, service levels, and overall satisfaction.
• Foster an atmosphere across all properties that consistently meets or exceeds guest expectations.

Qualifications and Experience

• A minimum of 5 to 10 years of experience in quality management, hospitality operations, or a related field.
• Demonstrated experience in implementing and managing quality assurance programs.

Required Competencies

• Strong understanding and practical application of Total Quality Management (TQM) principles.
• Proficiency in problem-solving, process improvement, and strategic planning techniques.
• Ability to analyze data, identify trends, and conduct root cause analysis.
• Excellent communication, coaching, and facilitation skills.
• Strong focus on guest satisfaction and employee engagement.

Work Environment

This full-time position is based in Riyadh, Saudi Arabia, within the dynamic environment of Marriott International's operations. The role requires active engagement across various property levels to drive quality initiatives.