Quality Assurance Manager

About the role

The Quality Assurance Manager will lead the implementation of quality assurance processes across the property, ensuring alignment with Marriott International’s brand standards and guest expectations. This role drives continuous improvement, supports change initiatives, and enhances employee and customer satisfaction at the hotel level.

Key responsibilities

• Coach managers in Total Quality Management principles and conduct monthly audits to verify compliance with company and brand standards.
• Analyze defect trends using data collection methods and present key drivers of guest satisfaction.
• Lead process‑improvement teams, ensuring systematic, measurable outcomes.
• Review guest feedback with leadership, initiate corrective actions, and handle guest complaints directly.
• Provide training on quality tools and ensure consistent application across all management levels.
• Support regional and company‑wide rollout of best‑practice quality initiatives.

Required profile

• Associate degree in Business Administration, Hotel & Restaurant Management or related field with at least three years of relevant experience, OR a bachelor’s degree with one year of experience.
• Experience in guest services, front desk, housekeeping, sales & marketing, or operations management within the hospitality sector.
• Strong analytical mindset and ability to drive measurable improvements.

Required skills

• Data analysis
• Quality management tools

What we offer

• Opportunity to work with a global hospitality brand.
• Professional development and career growth in quality management.