Area Quality Analyst
Check out pictures from associates at this location, and some videos too!
Job Number 190017HI
Job Category Procurement, Purchasing, and Quality Assurance
Location Mexico City Office, Hamburgo 172-1er Piso Colonia Juarez, Mexico City, Distrito Federal, Mexico VIEW ON MAP
Position Type Management
Start Your Journey With Us
The Area Quality Analyst (AQA) is responsible for analyzing the voice of the customer data and translating into actionable areas of focus for each hotel in their assigned area. The Area Quality Analyst provides directional analysis to the Area Manager of Performance Improvement and property’s senior leadership. The position partners with the Area Performance Improvement Manager to develop key metrics for improvement teams and develops a simple ongoing reporting process for operational leaders to use. The Area Quality Analyst is responsible for maintaining a regional scorecard of performance and being an expert in quality improvement systems such as Mystique, Access Databases, Social Media/Guest Voice, Medallia Guest reporting platform, and Excel tracking. The Area Quality Analyst drives quality training and initiatives to the properties.
Develops strategies and executes activities to drive and continually improve employee, customer and owner loyalty, generate revenue, maximize profitability and grow market share.
Guest Engagement: Top areas of focus to drive guest engagement for each hotel are identified, through guest data analysis. Well defined scorecards are in place to identify early warning signs of performance gaps.
Financial: Ensure quality improvement teams result in improved financial results through improved guest performance level and/or reduction of defects.
Provides leadership by identifying the vital few priorities to drive guest engagement.
Hotel analysis is completed, and results presented in a professional manner which identify the vital few focus areas, providing a compelling call to action for hotels.
Identify improvements, anticipate challenges, and create a quality improvement strategy that delivers a competitive advantage.
Manage and provide input for continuous improvement of standard implementation processes and communications that are integrated and sustainable
Protect and strengthen Marriott International’s competitive advantage by advocating and supporting sound business decision-making.
Build effective working relationships with each hotel’s senior leadership teams, operational leaders, quality improvement team members, and other quality leaders within the company.
Work with Area Performance Improvement Manager and other senior stakeholders to facilitate information exchange and new processes and procedures.
Sell ideas persuasively and influence without direct authority. Negotiate skillfully in tough situations, settle differences and win concessions without damaging relationships
Travel to properties 50%-75% of the time to deliver trainings and build relationships.
Assist in the design/development of analysis tools and processes to develop both the quality team and operational leaders
Ensure library of tools are maintained and relevant to current needs
Facilitate the best practice sharing among properties using organizational platforms
Identify and document trends, gaps or patterns in project processes and develop strategies to improve both implementation tools and processes and team performance
LEARNING & APPLYING TECHNICAL EXPERTISE
Promote an environment that rapidly assimilates new information to improve business performance and creates a culture of candor to drive excellence.
Actively pursue learning and self-development to enhance personal, professional and unit growth.
Keep abreast of newest trends and innovations in the industry & quality field.
Seek and welcome feedback. Take action to enhance performance based on experiences & coaching.
Aptitude to analyze data and prepare reports of findings
Intermediate knowledge of Access and advanced Excel
Practical application of statistical methods and tools
Ability to clearly communicate key findings to senior leadership from in depth analysis
Curiosity with data and analysis, translated into stories that drive performance
Skills in facilitating improvement strategies and managing quality improvement teams (preferred)
Ability to communicate and train all levels of the organization (preferred)
Experience compiling and analyzing data to identify targeted focus area to achieve results
Experience presenting complex data to tell a condensed and focus story
Lodging operations experience preferred (luxury market preferred)
Strong English and Spanish speaker
College Degree (Preferred)
Board Certified ASQ, Quality Engineer/Manager (Preferred)