Director of Quality
Marriott International Barcelona
Experteer Overview
In this role you will drive Total Quality Management across Ritz-Carlton properties, coaching leaders and teams to uphold brand standards and deliver exceptional guest experiences. You will lead QA initiatives, analyze guest feedback, and guide continuous improvement at the property level.You’ll collaborate with General Managers and staff to align quality processes with the company mission and target customer needs. This is an opportunity to shape service excellence within a luxury hospitality culture.
Compensaciones / Beneficios- Coach managers on Total Quality Management leadership and practice
- Direct property quality efforts to meet critical customer requirements
- Facilitate cross-functional process improvement teams and ensure measurable results
- Train teams on problem solving, process improvement, and strategic planning
- Communicate clear department goals and track guest satisfaction results
- Educate new employees on quality tools and continuous improvement
- Analyze defect trends and identify root causes to drive improvements
- Review guest feedback with leadership and implement corrective actions
- Ensure fair HR practices and maintain open communication about quality assurance
- Support brand initiatives and ensure timely follow-up actions with the team
- 2-year degree in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in relevant areas OR 4-year bachelor's degree in same fields; 2 years experience in relevant areas
- experience in guest services, front desk, housekeeping, sales and marketing, or management operations
- strong coaching and leadership capabilities
- ability to analyze data and identify trends
- customer-focused mindset and ability to manage guest satisfaction initiatives
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