Quality Manager

About the role

The Quality Manager will lead the implementation of quality assurance processes at a W Hotels property in Goa, ensuring compliance with Marriott’s brand standards and guest expectations. This role focuses on continuous improvement, data‑driven decision making, and fostering a culture of quality across all operational areas.

Key responsibilities

• Coach managers on Total Quality Management principles and conduct monthly audits to verify brand compliance.
• Set and monitor quality assurance goals, making decisions that drive property performance toward target objectives.
• Lead property‑wide quality initiatives, addressing critical customer requirements and supporting regional best‑practice roll‑outs.
• Facilitate process‑improvement teams, ensuring systematic approaches and measurable outcomes.
• Provide training on quality tools, collect and analyse defect data, and communicate key drivers of guest satisfaction.
• Review guest feedback with leadership, initiate corrective actions, and handle guest complaints directly.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management, or related field with at least 3 years of relevant experience, OR a 4‑year bachelor’s degree with 1 year of experience.
• Experience in guest services, front desk, housekeeping, sales & marketing, or management operations within the hospitality industry.

Required skills