Marriott International, Inc Hiring for Director of Quality and Learning Job at Dubai Full Time

JOB SUMMARY

Helps drive company values and philosophy and ensures quality audits and all training and development activities are strategically linked to the organization’s mission and vision. The position works with the Executive Committee and property leadership team to identify and address employee and organizational development needs. The position is responsible for ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics, including product knowledge, company philosophy, customer service and leadership skills. Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. Measures the effectiveness of training to ensure a return on investment.

Managing Quality Assurance Goals

• Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.

• Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.

• Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.

• Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.

• Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.

• Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.

• Immerses in operations to better understand issues/defects faced on the ground.

• Drives several initiatives for business standard audits and guestvoice.

• Conducts monthly audit to verify compliance with company and brand standards.

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Directs property quality efforts to address critical customer requirements.

• Completes other reasonable duties as requested by leadership.

Executing Quality Training Programs

• Partners with Learning & Development (L&D) to train executive committee members and managers on problem solving, process improvement, and strategic planning techniques.

• Develops specific training designed to improve service performance.

• Drives brand values and philosophy in all training and development activities.

• Partners with L&D team to verify transfer of learning in the hotel/classroom takes place.

• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.

• Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.

Managing Quality Tools

• Verifies that management practices at all levels are aligned with quality tools.

• Verifies the tools for continuous improvements are in place and being utilized.

• Uses data collection methods to identify, compile, display, track, and analyze defect trends.

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.).

Managing and Administering Employee Training

• Coordinates property compliance training programs such as CPR, PAR, Business We Do, Harassment, Fire Safety, Food Handling, OSHA, etc.

• Ensures participants receive the appropriate property and company orientation, understand program materials and build relationships with property leadership team.

• Promotes and informs employees about all training programs.

• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.

• Administers and delivers core training initiatives in compliance with corporate training and development standards. Core training initiatives include Orientation, Leadership Skills, Trainer Certification, Diversity Training, and Management Development Program.

• Makes any necessary adjustments to training methodology and/or re-trains as appropriate.

• Ensures adult learning principles are incorporated into training programs.

• Develops, implements and maintains a management orientation program to introduce new managers to the expected leadership behaviors and management skills (e.g., financial management, human resources skills).

Managing Employee Development programs

• Provides additional training to participants to increase skills (e.g., HR skills).

• Helps employees identify specific behaviors that will contribute to service excellence.

• Oversees the Management Development Program.

• Coaches managers to enhance own performance and to improve the performance of employees.

• Develops specific training to improve service performance.

• Works with leadership team to determine development needs of managers.

• Designs, develops and delivers a supervisory development program to build effective supervisory skills.

• Drives brand values and philosophy in all training and development activities.

Developing Training Program Plans

• Develops and maintains an annual or quarterly training calendar.

• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.

• Develops implements and maintains a property orientation program for employees to introduce the company and the culture.

• Selects, trains and develops an internal training cadre to support delivery of technical skills training programs.

Evaluating Training Program Effectiveness

• Aligns current training and development programs to effectively impact key business indicators.

• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.

• Measures transfer of learning from training courses to the operation.

• Tracks key business indicators (employee and guest satisfaction, retention and financial results) to determine the effectiveness of current training and development programs.

• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.