Job Category Procurement, Purchasing, and Quality Assurance
Schedule Full Time
Located Remotely N
Position Type Management
Implements quality assurance processes and verifies training and development activities are strategically linked to the company's mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.
Education And Experience
~ 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related skilled area.

4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Essential Experience
Experience and/or knowledge of hotel business.
Ability to understand quality management practices and teaches to others.
Ability to understand data collection methods.
Desirable Experience
Operations background – depending on hotel facilities, a rooms or f&b; background may be preferred
Previous training in guest relations.
Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications.
Experience/trained in Six Sigma or TQM
Managing Quality Assurance Goals
Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.
Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.




Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.
Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.
Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.
Immerses in operations to better understand issues/defects faced on the ground.
Conducts monthly audit to verify compliance with company and brand standards.
Directs property quality efforts to address critical customer requirements.
Executing Quality Training Programs
Partners with Learning & Development (L&D;) to train executive committee members and managers on problem solving, process improvement, and strategic planning techniques.
Develops specific training designed to improve service performance.
Drives brand values and philosophy in all training and development activities.
Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.
Managing Quality Tools
Verifies that management practices at all levels are aligned with quality tools.
Uses data collection methods to identify, compile, display, track, and analyze defect trends.




Managing The Guest Experience
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).
Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world's top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the 'Gold Standards' of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International.

📌 Quality Support Manager (Bengaluru)
🏢 The Ritz-Carlton Hotel Company
📍 Bengaluru