Quality Assurance Manager

Quality Assurance Manager - The Lake Como EDITION - season ****Job DescriptionThe Lake Como EDITIONNestled along the western shore overlooking the Bellagio mountains, The Lake Como EDITION combines striking design and Italian warmth with a sophisticated luxury lifestyle experience.Lake-view rooms and suites, indoor and outdoor restaurants and bars, a unique floating pool, and a spa sanctuary deliver an unforgettable escape.JOB SUMMARYImplements quality assurance processes and verifies training and development activities are strategically linked to the company's mission, vision, brand standards, and customer targets.Verifies employee satisfaction and focuses on continuous improvement at the property level.This position champions the Quality function and builds support for change.CANDIDATE PROFILEEducation and Experience2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.Experience and/or knowledge of hotel business.Ability to understand quality management practices and teach to others.Ability to understand data collection methods.Knowledge of budget preparation and cost control.Working knowledge of statistical measurement tools.Detail orientation and analytical skills.Operations background – depending on hotel facilities, a rooms or F&B background may be preferred.Previous training in guest relations.Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications.Experience/trained in Six Sigma or TQM.CORE WORK ACTIVITIESManaging Quality Assurance GoalsAttends daily executive committee meetings to give real-time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.Present and share weekly analysis on defect trends, guest feedback and provide recommendations on focus areas.Coordinate a weekly quality meeting focusing on GuestVoice, top incidents, and business standard audits.Record, track, and communicate progress of quality related activities to executive committee members, managers, associates, and the corporate office.Facilitate problem-solving meetings to verify systematic process adherence and use quality tools to achieve resolution.Facilitate process improvement teams, verifying use of systematic processes, and improvement is achievable and measurable.Immerses in operations to better understand issues/defects faced on the ground.Drive several initiatives for business standard audits and GuestVoice.Conduct monthly audit to verify compliance with company and brand standards.Make and execute necessary decisions to keep property moving forward toward achievement of goals.Direct property quality efforts to address critical customer requirements.Complete other reasonable duties as requested by leadership.Executing Quality Training ProgramsPartner with Learning & Development (L&D) to train executive committee members and managers on problem-solving, process improvement, and strategic planning techniques.Develop specific training designed to improve service performance.Drive brand values and philosophy in all training and development activities.Partner with L&D team to verify transfer of learning in the hotel/classroom takes place.Identify performance gaps and work with managers to develop and implement appropriate training to improve performance.Partner with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.Managing Quality ToolsVerify that management practices at all levels are aligned with quality tools.Verify the tools for continuous improvements are in place and being utilized.Use data collection methods to identify, compile, display, track, and analyze defect trends.Managing the Guest ExperienceReview guest feedback with leadership team and verify appropriate corrective action is taken.Incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement.Stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.Support operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.About the TeamEDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality.EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm.The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.Job InfoJob IdentificationJob Category Procurement, Purchasing, and Quality AssurancePosting Date 12/18/2025, 10:49 AMApply Before 01/17/2026, 10:47 AMJob Schedule Full time#J-*****-Ljbffr