Job Description

Roles & Responsibilities

POSITION SUMMARY

The position is responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the Quality function and builds support for change.

CRITICAL TASKS:

Safety and Security

Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).

Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.

Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Complete appropriate safety training and certifications to perform work tasks.

Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

Policies and Procedures

Follow company and department policies and procedures.

Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

Protect the privacy and security of guests and coworkers.

Maintain confidentiality of proprietary materials and information.

Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Perform other reasonable job duties as requested by Supervisors.

Guest Relations

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Address guests' service needs in a professional, positive, and timely manner.

Assist other employees to ensure proper coverage and prompt guest service.

Thank guests with genuine appreciation and provide a fond farewell.

Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Talk with and listen to other employees to effectively exchange information.

Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Provide assistance to coworkers, ensuring they understand their tasks.

Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Speak to guests and co-workers using clear, appropriate and professional language

Desired Candidate Profile

Assists Management

Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems.

Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.

Assist management in preparing work schedules of hourly employees.

Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).

Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).

Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

Assist management in preparing and conducting performance reviews of hourly employees.

Collaborate with management to formally recognize hourly employees' performance contributions.

Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.

PREFERRED QUALIFICATIONS

High school diploma

Quality Coordinator (Omani Fresher) JW Marriott Hotel Muscat