Dir-Training & Quality

JOB SUMMARY
The Director of Training, Performance Development & Quality provides strategic leadership for property learning, leadership development, service culture, quality assurance, and continuous improvement. The role translates brand standards, guest insights, audit findings, and business priorities into practical training and operational action plans that strengthen associate capability, elevate the guest experience, improve compliance, and deliver measurable business results. Working with considerable independence, the Director partners closely with the General Manager, Human Resources, and Operations leaders to embed a culture of learning, accountability, and sustained excellence throughout the property.

CANDIDATE PROFILE
Education and Experience
• Two-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, Organizational Development, Quality Management, or a related major, with four years of relevant experience in hotel operations, learning and development, human resources, quality, or a related professional area; OR
• Four-year bachelor’s degree in a related discipline with two years of relevant professional experience.
Preferred
• Luxury hospitality and hotel operations leadership experience.
• Certified trainer or demonstrated expertise in adult learning and facilitation.
• Experience with quality assurance, guest satisfaction analytics, process improvement, audit readiness, and action planning.
• Working knowledge of Marriott learning platforms, guestVoice, GXP, MI Health Check/BSA, LQA, Forbes Travel Guide standards, and continuous-improvement tools.
• Lean Six Sigma, quality management, or comparable process-improvement certification.

CORE WORK ACTIVITIES
Strategic Learning and Quality Leadership
• Develops and executes an integrated annual learning and quality strategy aligned with property priorities, brand expectations, balanced scorecard goals, and financial objectives.
• Advises the General Manager and Executive Committee on capability gaps, quality risks, guest-experience trends, and improvement priorities.
• Establishes governance, communication, and accountability routines that connect training, quality assurance, and operational execution.
• Models The Ritz-Carlton Gold Standards and reinforces a culture in which every leader owns service excellence, associate development, and quality outcomes.
• Leads the property Quality Committee and builds a strong network of departmental Quality Champions and learning partners.

https://careers.marriott.com/dir-training-quality/job/P1-7690146-0