Quality Assurance Manager

Wind Creek Aruba Purpose:

Our genuine engagement and positive energy provide Guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Core Work Activities:

• Reporting and Documentation:
  • Maintain accurate records of inspections, audits, and guest feedback related to brand standards, cleanliness, and service.
  • Prepare comprehensive reports highlighting areas of success, improvement, and action plans for senior management.
  • Regularly communicate findings and recommendations to department heads and team members, fostering open dialogue and collaboration.
  • Utilize applications and programs such as MGS, GXP, Opera, QPower, QA Site etc. to retrieve information, analyze data to create reports, trends and corrective action plans.

• Marriott Intl (Renaissance) Brand Standards:
  • Ensure that all operations and service delivery align with Marriott's brand standards and guidelines, specifically tailored to the Renaissance brand.
  • Conduct regular inspections and audits to evaluate the resort's compliance with Marriott's brand standards in all areas, including guest rooms, public spaces, restaurants, and recreational facilities.
  • Collaborate with department heads and team members to address any deviations from brand standards and implement corrective actions.
  • Provide guidance and support to departments to ensure they understand and implement brand standards effectively.

• Service Excellence:
  • Champion a culture of service excellence by setting high standards and expectations for all resort staff.
  • Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
  • Be driver of GETT and all Wind Creek & BSA service standards and initiatives.
  • Monitor and evaluate the quality of service provided by various departments, including front desk, concierge, restaurants, and spa, ensuring it aligns with Wind Creek’s & Renaissance’s service philosophy.
  • Conduct regular audits, mystery shopper exercises, and guest feedback analysis to assess the guest experience and identify areas for improvement.
  • Provide feedback, coaching, and training to department heads and associates to enhance their service skills and align them with Marriott's service standards.
  • Collaborate with department heads to develop action plans to address service gaps and continuously improve guest satisfaction.

• Collaboration and Leadership:
  • Foster strong working relationships and effective communication with all department heads and associates to ensure a coordinated effort in maintaining quality standards.
  • Lead by example, demonstrating professionalism, integrity, and a commitment to excellence in all aspects of your role.
  • Collaborate with other departments, such as Operations, Engineering, and Human Resources, to address cross-functional issues and drive quality improvement initiatives. Conduct regular performance evaluations, provide constructive feedback, and identify areas for professional development.

• Training and Development:
  • Develop and deliver comprehensive training programs for all departments, focusing on Marriott brand standards, cleanliness, and service excellence.
  • Conduct regular training sessions and workshops to reinforce standards, educate staff members on Marriott's service culture, and promote a guest-centric mindset.
  • Stay updated with new Marriott initiatives, brand standards, and service trends, and ensure they are effectively communicated to all staff members.
  • Identify training needs and collaborate with department heads to address specific areas of improvement or skill development.

• Managing and Conducting HR Activities
  • Ensures employees are treated fairly and equitably.
  • Ensures that regular, ongoing communication is happening within the department as well as with the “internal customers”
  • Shows commitment by providing excellent service, participates in meetings and models desired behaviors in all interactions with guests and employees