Multi Property Quality Manager Grosvenor Square and Park Lane

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Job Description

JOB SUMMARY

LONDON MARRIOTT HOTEL GROSVENOR SQUARE - PROUDLY MARRIOTT, UNIQUELY GROSVENOR SQUARE

Experience 5-star service at the London Marriott Hotel Grosvenor Square. Perfectly situated in the upscale Mayfair neighborhood, minutes from Oxford Street's world-class shopping, Hyde Park and iconic landmarks, our newly refurbished bedrooms and suites are elegantly furnished and feature marble bathrooms, signature bedding and deluxe amenities. Enjoy scenic views of Grosvenor Square or our private gardens; some suites boast balconies. Indulge in steakhouse dining at Gordon Ramsay Bar & Grill, or sample modern fare at Lucky Cat by Gordon Ramsay, an Asian Eating House and vibrant late-night lounge. Unwind with a craft cocktail after an exciting day in Mayfair, London at our hotel's 1920's-inspired award-winning speakeasy bar, The Luggage Room. Discover 12,109 square feet of high-tech, recently renovated venue space at our hotel; our grand ballroom is imbued with natural daylight, making it ideal for business or social gatherings. The London Marriott Hotel Grosvenor Square can't wait to welcome you to Mayfair. We are part of Marriott International, the world's leading, award winning, hospitality company with more than 7,000 properties across 130 countries and territories worldwide. Begin your career journey with Marriott. Your 5-star experience awaits.

We are now recruiting for a dynamic and passionate Multi-Property Quality Manager to join our magnificent five-star, luxury hotel. Have fun working alongside an award-winning team and enjoy a world where career progression opportunities and world class training is available to you. We enjoy crafting bespoke journeys for you.

The position is responsible for implementing quality assurance processes through advising, coaching, and training ensuring all activities are strategically linked to the company's mission and vision, brand standards, target customer needs, and with a focus on continuous improvement at the property level.

The Quality Manager must review analytics and provide guidance and leadership to all high-guest-contact associates, working alongside with the HODs to deliver the brand promise.

This role is an integral part of the Leadership Team who will influence strategic decisions by representing the voice of the guest.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

1. Coaches managers on adopting the Total Quality Management leadership style.
2. Conducts monthly audits to ensure compliance with company and brand standards.
3. Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
4. Directs property quality efforts to address critical customer requirements.
5. Assists with regional and/or company-wide implementation of company best practices.
6. Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

Managing Quality Tools

1. Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
2. Uses data collection methods to compile, display, track, and analyze defect trends.
3. Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
4. Analyzes issues and identifies trends.

Managing the Guest Experience

1. Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
2. Responds to and handles guest problems and complaints.
3. Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
4. Models service behaviors that meet or exceed guest expectations.

WHAT WE CAN OFFER YOU:

A unique opportunity to be part of an award-winning international brand where we celebrate your unique talent. Being part of Marriott International, the largest hospitality brand in the world opens doors of opportunity worldwide. The sky is your limit. You will have access to fabulous & flexible benefits to help you nurture your inner self.

• Competitive Salary + 23 days holiday including increasing to a maximum of 35 days.
• Attractive Bonus plan.
• Accommodation Service Charge after successful completion of probationary period.
• Complimentary private medical via AXA.
• Discount in Gordon Ramsay's Bar & Grill and The Lucky Cat.
• Length of service rewards and invitations to recognition events.
• Monthly/yearly recognition schemes.
• Extensive training both internally and externally.
• World-class career opportunities internationally within Marriott hotels tailored to your specific needs.
• Heavily discounted room rates for you & friends and family.
• Professional learning and development opportunities.
• Complimentary meals on duty.
• Complimentary dry cleaning.
• Complimentary use of Gym.
• Annual parties, Christmas lunches, Summer BBQ's and Easter celebrations.
• Pension scheme to help you save for the future.
• Access to major high street discounts.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.