Quality & Training Manager

2 weeks ago

Auckland City, New Zealand Marriott International, Inc Full time

**Job Number** 24018060

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

**Location** JW Marriott Hotel Auckland, 22-26 Albert Street, Auckland, 0, New Zealand VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.

**CANDIDATE PROFILE**

**Education and Experience**
- 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.

**Essential Experience**
- Experience and/or knowledge of hotel business.
- Ability to understand quality management practices and teaches to others.
- Ability to understand data collection methods.
- Knowledge of budget preparation and the control of costs.
- Working knowledge of statistical measurement tools.
- Effective presentation skills.
- Detail orientation and analytical

**Desirable Experience**
- Operations background - depending on hotel facilities, a rooms or f&b background may be preferred
- Previous training in guest relations.
- Experience/trained in Six Sigma or TQM

**CORE WORK ACTIVITIES**

**Managing Quality Assurance Goals**
- Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.
- Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.
- Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.
- Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.
- Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.
- Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.
- Immerses in operations to better understand issues/defects faced on the ground.
- Drives several initiatives for business standard audits and guestvoice.
- Conducts monthly audit to verify compliance with company and brand standards.
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Directs property quality efforts to address critical customer requirements.
- Completes other reasonable duties as requested by leadership.

**Executing Quality Training Programs**
- Partners with Learning & Development (L&D) to train executive committee members and managers on problem solving, process improvement, and strategic planning techniques.
- Develops specific training designed to improve service performance.
- Drives brand values and philosophy in all training and development activities.
- Partners with L&D team to verify transfer of learning in the hotel/classroom takes place.
- Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
- Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.

**Managing Quality Tools**
- Verifies that management practices at all levels are aligned with quality tools.
- Verifies the tools for continuous improvements are in place and being utilized.
- Uses data collection methods to identify, compile, display, track, and analyze defect trends.

**Managing the Guest Experience**
- Reviews guest feedback with leadership team and verifies appropriate corrective action is taken.
- Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
- Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).
- Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protecte

  • Contact Centre Manager

    6 days ago

    Auckland, New Zealand AMP Group Full time

    We're looking for an experienced Contact Centre Manager to join our Client Services Leadership Team As the Contact Centre Manager, you will be responsible for overseeing the daily operations of the contact centre, ensuring that the team delivers high-quality customer service across multiple channels, including phone, email, and livechat. You will also...

  • Senior Financial Accountant

    2 weeks ago

    Auckland, Auckland, New Zealand AMP Full time

    Full time Reporting to the Finance Manager, the Senior Financial Accountant provides quality and timely information to safeguard AMP's financial assets. The Auckland Finance team are always looking for ways to transform the landscape of financial reporting at AMP, most recently this has been the implementation and optimisation of Alteryx.The Senior...

  • Site Manager – Amp, Auckland

    5 hours ago

    Auckland, New Zealand Cater Plus Services NZ Ltd Full time

    Here at Cater Plus, we are looking for a motivated site manager to run our in-house cafeteria at the AMP Café in Otahuhu, Auckland. You will be responsible for creating, cooking, and presenting food, as well as managing the day-to-day operations of the cafeteria. Working alongside a catering assistant, your goal will be to ensure customer satisfaction and...

  • Senior Financial Accountant

    2 weeks ago

    Auckland, Auckland, New Zealand AMP Group Full time

    Reporting to the Finance Manager, the Senior Financial Accountant provides quality and timely information to safeguard AMP's financial assets. The Auckland Finance team are always looking for ways to transform the landscape of financial reporting at AMP, most recently this has been the implementation and optimisation of Alteryx. The Senior Financial...

  • Fashion Quality Controller ApparelHR

    2 weeks ago

    Auckland, Auckland, New Zealand Quality Analytics Full time

    Position: Fashion Quality ControllerLocation: Ponsonby, AucklandResponsibilities:Inspect garments and ensure that their quality meets quality standards (as defined in specifications) and they will deliver to the customer's expectationsConduct remedial actions on the inspected products as required, e.g. through spot cleaning, hand stitching, or other...

  • Head of Quality Assurance

    3 weeks ago

    Auckland City, New Zealand Douglas Pharmaceuticals Full time

    **About Douglas** Douglas Pharmaceuticals one of New Zealand's healthcare success stories starting from humble beginnings in West Auckland over 50 years ago to having an ever-expanding footprint into local and global markets. We're working to develop, trial, manufacture, test, pack and distribute the very best medicines, nutraceuticals and products to over...

  • Senior Project Manager

    3 weeks ago

    Auckland, New Zealand Watercare Full time

    Salary + Income Protection and Life Insurance Ki te ora te wai, ka ora te whenua, ka ora te tangata When the water is healthy, the land and the people are healthy Watercare, the largest water and wastewater utility in New Zealand, delivers more than 400 million litres of water to Auckland every day. Now is an exciting time to join Watercare, we're planning...

  • Senior Project Manager

    2 weeks ago

    Auckland, Auckland, New Zealand Watercare Full time

    Salary + Income Protection and Life Insurance Ki te ora te wai, ka ora te whenua, ka ora te tangataWhen the water is healthy, the land and the people are healthyWatercare, the largest water and wastewater utility in New Zealand, delivers more than 400 million litres of water to Auckland every day. Now is an exciting time to join Watercare, we're planning to...

  • Senior Advisor, Quality Improvement

    4 weeks ago

    Wellington City, New Zealand Health Quality & Safety Commission Full time

    **Wellington-based | Permanent | Full-time** Whakauru | Involve Whakamōhio | Inform Whakaawe | Influence Whakapai Ake | Improve We are looking for an experienced Senior Advisor, Quality Improvement to join our Quality Systems team. **About Te Tāhū Hauora** Te Tāhū Hauora Health Quality and Safety Commission is a stand-alone Crown entity with a...

  • Senior Advisor, Māori

    4 weeks ago

    Wellington City, New Zealand Health Quality & Safety Commission Full time

    **Wellington-based | Permanent | Full-time** Whakauru | Involve Whakamōhio | Inform Whakaawe | Influence Whakapai Ake | Improve We are looking for a Senior Advisor, Māori to join our Quality Systems team. **About Te Tāhū Hauora** Te Tāhū Hauora Health Quality and Safety Commission is a stand-alone Crown entity with a board responsible to the...

  • Quality Manager

    1 month ago

    Auckland City, New Zealand Kings Recruitment Full time

    Senior, hands-on, visible leader who will build a high performing team culture. - Implement quality plan & processes, providing the team clear direction & focus. - Remuneration package circa $140K - $160K depending on experience. Our client manufactures of a range of food and beverage speciality products. For over 30 years they have been recognsied both...

  • Programme Coordinator, Quality Systems Group

    1 week ago

    Wellington City, New Zealand Health Quality & Safety Commission Full time

    Full time Permanent Wellington-based Whakauru | Involve Whakamōhio | Inform Whakaawe | Influence Whakapai Ake | Improve We are looking for an experienced coordinator to join our quality systems group as a Programme Coordinator. **About you** To be successful in this role you will be able to demonstrate that you have: - experience working in a...

  • Quality Manager

    3 weeks ago

    Auckland City, New Zealand SGS Full time

    Company Description We are SGS - the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world. **Job Description**: The Quality...

  • Quality Manager

    4 weeks ago

    Auckland City, New Zealand Clever Core New Zealand Full time

    **About us** Clever Core is New Zealand’s largest purpose-designed, off-site manufacturer of structural cores for residential housing. We work with architects and designers to develop plans that are compatible with our large-scale automated manufacturing process. These plans are used to manufacture fully clad, insulated closed wall panels and floor and...

  • Computer Based

    2 weeks ago

    Manukau City, New Zealand PM Training School Full time

    **Computer Based - Exam Centre Manager at PM Training School, Auckland** **Join the PM Training School Team in South Auckland!** PM Training School, a leading provider of PMI and SAFe certifications and professional development, is excited to announce an opening for an exam Lab Centre manager at our South Auckland location. As an approved Provider for...

  • Quality Manager

    3 weeks ago

    Auckland City, New Zealand Sanitarium Health & Wellbeing Full time

    **About Life Health Foods**: At Life Health Foods, we are dedicated to producing high-quality, nutritious food products that contribute to the well-being of our consumers. Our commitment to excellence is at the heart of everything we do, making us a leader in the health food industry. **Position Summary**: We are looking for a dedicated and experienced...

  • Senior Data Analyst, Health Quality Intelligence

    1 month ago

    Wellington City, New Zealand Health Quality & Safety Commission Full time

    Full time | Permanent | Wellington-based - Whakauru | Involve_ - Whakamōhio | Inform_ - Whakaawe | Influence_ - Whakapai Ake | Improve_ We have an exciting opportunity for an experienced Senior Data Analyst to lead a small team of Data Analysts. **About you**: To be successful in this role you will be able to demonstrate that you have: - Proven...

  • Quality and Training Coordinator, Clinical

    6 days ago

    Auckland City, New Zealand New Zealand Government Full time

    We have a fantastic opportunity for an enthusiastic and hardworking person to join our dynamic team working at the Patient Information Service based at Middlemore Hospital. This is a full time position working Monday to Friday. We are looking for someone who has experience with Dictaphone typing and previous experience word processing, whose primary role is...

  • Quality Manager

    4 weeks ago

    Auckland City, New Zealand Yvette Harrison Full time

    Be a leader within the business - Be part of team to ensure products consistently meet highest quality standards - Provide technical support and advice to the factory **About the company** The Collective is a kiwi dairy company taking on the world with an awesome bunch of fearless people passionate about making ridiculously tasty yoghurt. Since being...

  • Systems Assurance Manager

    3 weeks ago

    Auckland City, New Zealand KiwiRail Full time

    **Kia Ora** **We’re going places. Are you?** If life’s a journey, KiwiRail is a great way of keeping your career moving through it. Ours is a fast-paced, inspiring, and truly customer-focused culture - where your career will connect you to real opportunities, while balancing work and whānau life. KiwiRail is committed to the safe and effective...