Quality Market Manager, Chile

**Job Number** 23085654

**Job Category** Procurement, Purchasing, and Quality Assurance

**Location** Chile Office, Av Presidente Kennedy 5741, Santiago, Región Metropolitana de Santiago, Chile

**Schedule** Full-Time

**Located Remotely?** Y

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

The Market Quality Manager partners with the property operations leaders within their portfolio of assigned hotels, to develop and deploy performance enhancing strategies focused on the customer-experience process, in support of Marriott’s vision “to be the World’s Favorite Travel Company”. In addition, this position partners with the Vice President of Operations, Area Directors of Operations, Sr. Director Quality & Continuous Improvement CALA, Brands, Product Integrity, and other disciplines, to operationalize and monitor the overarching Quality strategy as well as performance enhancing programs for each hotel in their portfolio, which improves GSS metrics and overall performance. The position is also responsible for leading the hotel’s Quality Committee as well as responsibilities towards the Quality Assurance program and related activities (BSA, GFSA, Practice Audits, etc.). Moreover, this individual partners with various stakeholders to foster and instill a mindset of Continuous Improvement Process, Operational Excellence, Innovation and Compliance. The Quality manager identifies high-value projects to increase revenue and profitability, increase ITR and Elite appreciation based on all guestVoice key metrics.

**CORE WORK ACTIVITIES**

Quality (40%)
- Establish and maintain processes that drive guest-centric and customer experience accountability across the Hotel.
- Create a culture of performance excellence through the design, delivery, and implementation of Quality Tools.
- Partner with GuestVoice, and Consumer Insight teams to present key insights that will help inform hotel strategies.
- Establish and implement Quality/guestVoice Reporting and Insight processes for various stakeholder groups.
- Establish and maintain a network of in-market / on-property Quality certified Operations Leaders.
- Establish channels of communication by which Certified Quality Leaders share best practices for deployment across the Area.
- Act as a central point of contact for Quality Assurance between property and Area.

Continuous Improvement (40%)
- Facilitate the execution of recurrent, key, on-property, GSS / Quality Improvement projects focused on each hotel’s most salient opportunities and / or highest defect generator processes
- Provide Continuous Improvement Process guidance to property leaders, deploying tools, methods and methodologies related to change management, Six Sigma, Lean or any related quality systems
- Provide consultative performance support to property leadership.
- Assist in High Impact / Red Zone visits to target properties, if needed.
- Establish and maintain performance scorecards to measure property specific focus areas.
- Translate key insights into a compelling story that can be shared within the hotel.

Project Management (20%)
- Implement and monitor project scorecards to measure success.
- Conduct follow up and sustainment sessions with property leaders, project team members and project champions to ensure project success.
- Responsible for initiating problem-solving communication with property Leaders, when necessary, to ensure project progress and success is achieved.
- Facilitating effective turnover sessions to ensure sustainability of the method changes implemented, accountability and results.
- Responsible for identifying field high impact best practices for deployment in the hotel.

REQUIRED SKILLS
- Experience establishing and managing quality / continuous process improvement teams in support of complex projects, and / or expertise working and leading matrix organizations with diverse teams.
- Extensive knowledge of hotel operations including rooms, food & beverage, event management, etc.
- Experience successfully managing and/or deploying continuous process improvement, Lean, Six Sigma, TQM or other quality system on a dedicated or non-dedicated capacity.
- Demonstrated ability of effectively analyzing performance data, communicate findings and developing & implementing far reaching strategies in support of goals and, in general, a keen sense and passion for data analytics and statistical pattern interpretations.
- Excellent communications skills (verbal, listening, writing), with ability to communicate effectively across all levels.
- Mature, professional demeanor, capable of expressing confident, independent judgement.
- High level of business English required, Spanish or Portuguese preferred.

**MANAGEMENT COMPETENCIES**

**Leadership**
- Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
- Communication - Customizes approach