Director of Quality

Job Number: 26098283 | Relocation assistance available

About the Role

Responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating. This management position works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies. The role ensures that quality processes meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.

Qualifications

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 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; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Responsibilities

• Managing Quality Assurance Goals
  • Coaches managers on adopting the Total Quality Management leadership style.
  • Makes and executes decisions to keep property moving forward toward achievement of goals.
  • Directs property quality efforts to address critical customer requirements.
  • Facilitates process improvement teams, ensuring use of systematic processes and measurable improvement.
• Leading Quality Assurance Team
  • Trains team members and managers on problem-solving, process improvement, and strategic planning techniques.
  • Develops systems to enable employees to understand guest satisfaction results.
  • Communicates departmental goals clearly and consistently to produce desired results.
  • Educates new employees on quality processes, tools, and their role in continuous improvement.
  • Familiarizes employees with daily quality production reports, trend-spotting, and root cause analysis.
• Managing Quality Tools
  • Ensures management practices align with quality tools at all levels.
  • Uses data collection methods to compile, display, track, and analyze defect trends.
  • Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
  • Analyzes issues and identifies trends.
• Managing The Guest Experience
  • Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
  • Responds to and handles guest problems and complaints.
  • Stays visible and interfaces with customers regularly to obtain feedback on quality of product and service levels.
  • Creates an atmosphere in all properties that meets or exceeds guest expectations.
• Managing and Conducting Human Resources Activities
  • Facilitates creative solutions to overcome obstacles and ensures implementation to improve guest satisfaction.
  • Ensures employees are treated fairly and equitably.
  • Fosters employee commitment to excellent service through daily stand-up meetings and modeling desired behaviors.
  • Incorporates guest satisfaction as a component of staff/operations meetings, emphasizing innovation.
  • Sets goals and expectations for direct reports using the performance review process and holds staff accountable.
  • Solicits employee feedback, utilizes an “open door policy,” and reviews employee satisfaction results.
  • Ensures property policies are administered fairly and consistently, including disciplinary procedures and documentation.
  • Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
  • Champions change, implements brand and regional business initiatives, and communicates follow-up actions.

About the Company

At The Ritz-Carlton, our Ladies and Gentlemen create exceptional experiences that stay with guests long after their visit. We attract top hospitality professionals who curate lifelong memories and believe success comes from empowering creativity, thoughtfulness, and compassion. Every day, we set the standard for luxury service worldwide, delivering excellence in guest care and comfort. Your role will ensure the “Gold Standards” of The Ritz-Carlton—our foundation and guiding principles—are delivered graciously and thoughtfully every day. As part of our team, you will learn and exemplify these standards, including our Employee Promise, Credo, and Service Values. Joining The Ritz-Carlton means being part of Marriott International’s portfolio of brands, where you can do your best work, grow your purpose, and belong to an amazing global team.

Pay

$75,000 - $93,000 annually | Bonus eligible

Schedule

Full Time | Located on-site (not remote)