Learning and Quality Manager

Marriott International is a globally renowned hospitality company known for its commitment to exceptional service and innovation in the hotel industry. Among its diverse portfolio of brands, JW Marriott stands out as a luxury offering with more than 100 properties located in gateway cities and distinctive resort locations worldwide. JW Marriott embodies a philosophy that places associates at the forefront, recognizing that their satisfaction directly translates into exceptional guest experiences. The brand fosters a work environment characterized by camaraderie, diversity, and opportunities for personal and professional growth. JW Marriott prides itself on "The JW Treatment" that emphasizes holistic well-being and development for its employees while delivering outstanding service to guests.

Located in Orlando, Florida, the property at 4040 Central Florida Parkway is seeking a dedicated and skilled Quality Assurance Manager to join its team. This full-time management position offers an annual salary range between $67,000 and $85,000, along with eligibility for bonuses and relocation assistance. The role is not remote, requiring a physical presence at the property. As a Quality Assurance Manager within JW Marriott, you will play an integral role in maintaining and enhancing the quality and standards of the hotel's services and operations. The position involves the implementation of quality assurance processes that align with the company’s mission, uphold brand standards, and meet targeted customer needs. A critical focus is placed on continuous improvement and fostering employee satisfaction at the property level. You will be responsible for championing the Quality function and cultivating support for positive change across departments.

Key aspects of the role include managing and coaching managers on Total Quality Management leadership, conducting monthly audits to ensure compliance with company and brand standards, and making informed decisions that drive the property towards achieving its goals. The position also requires directing quality initiatives to address critical customer requirements and assisting in regional or company-wide implementation of best practices. Facilitating process improvement teams and applying systematic approaches to achieve measurable improvement are central to the job’s success. Additionally, the role requires ensuring all management practices align with quality tools by providing training in quality sciences and applying data collection methods to analyze defect trends.

The Quality Assurance Manager will also focus on managing the guest experience by reviewing guest feedback with the leadership team and ensuring timely corrective actions are taken. Handling guest complaints and maintaining active visibility with customers to gather feedback on service quality and satisfaction are important responsibilities. Modeling service behaviors that exceed guest expectations is essential to uphold JW Marriott’s luxury brand standards.

Educational qualifications for this position include either a two-year degree in Business Administration, Hotel and Restaurant Management, or related field with three years of relevant experience, or a four-year bachelor’s degree paired with one year of experience in related professional areas such as guest services, management operations, sales and marketing, front desk, or housekeeping. The successful candidate will exhibit strong leadership, analytical, and communication skills to foster a culture of quality and excellence that supports Marriott International’s dedication to hospitality leadership and innovation. This role offers a compelling opportunity to be part of a prestigious luxury brand synonymous with exceptional service and a commitment to both guests and employees.