Quality Manager

2 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Marriott International Full time
Job Number
Job Category Procurement, Purchasing, and Quality Assurance
Location The St. Regis Saadiyat Island Resort Abu Dhabi, Saadiyat Island, Abu Dhabi, United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

The position is responsible for implementing quality assurance processes and ensures all training and development activities are strategically linked to the company's mission and vision, brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the Quality function with process improvement practices and data analysis techniques, with a thorough understanding of the brand, culture and hotel operations.

This role provides guidance and leadership to all high-guest-contact associates working alongside with the HODs to deliver the brand promise. Director of Quality must ensure brand programming is activated and enlivened in all guests contact areas and act as a brand guardian and advocate.

It is a member of the Leadership Team who will influence strategic decisions by representing the voice of the guest.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major 5 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Managing Quality Assurance Goals
  • Commit to providing the finest personal service and facilities to the guests
  • Understand and commit to embracing the brand culture in every aspect of the daily operation
  • Motivate teams to create strong relationships with guests
  • Partner with HR & Learning and development to develop and deliver strong empowerment training
  • Implement, monitor and evaluate in house recognition programs; reward, recognize and actively communicate outstanding performances
  • Foster and deepen the culture of data-driven decision-making across the hotel
  • Continuous evaluation of Quality KPIs (e.g., Guest Satisfaction Surveys, Social Sites Reviews). Provide analysis and recommendations to help improve performance.
  • Actively participates in meetings to provide insights based on historical and predictive analysis of all Quality Metrics (Guest Satisfaction Surveys, Mystery Shopping, Social Media, Defects, etc.)
  • Develop Action Plans to address performance gaps
  • Immerses in operations to better understand ground realities, observe issues/defects and help monitor solutions
  • Facilitate Problem Solving projects using the appropriate Lean, Six Sigma, Design Thinking or Creative Thinking methodology
  • Actively promotes Best Practices on EMEA Thrive Share Best Practice library and scans for ideas that can be implemented
  • Conducts monthly practice audit to ensure compliance with relevant industry and Marriott's standards
  • Provides resources and guidance that enable discipline leads to achieve Quality related Balanced Scorecard goals
  • Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.
Executing Quality Training Programmes
  • Develop and deliver specific trainings on problem solving, service excellence delivery, process improvement and Strategic Planning techniques.
  • Supports brand values and philosophy in all training and development activities
  • Partners with L&D team to ensure transfer of learning in the hotel/classroom takes place.
  • Identifies performance gaps and works with managers to develop and implement ad hoc trainings to improve performance.
Managing Quality Tools
  • Democratize process improvement amongst the workforce by sharing practical usage of improvement Quality Tools
  • Regularly review key CRM dashboards to identify top detractors of the guest experience and develop improvement plans, for example including most frequent issues, rooms with the most issues, defects leading to the greatest compensation, timing trends for most frequent requests (Executive Dashboard)Uses data collection methods to identify, compile, display, track, and analyze trends impacting guest satisfaction
Improving the Guest Experience
  • Regularly review chat reports in Marriott's CRM system to ensure guests are receiving chat communications in brand voice, and develop chat templates that ensure the most common responses are answered consistently
  • Ensure all Digital Guest Experience touchpoints are executed to the target performance levels
  • Reviews all forms of guest and customer feedback with leadership team and ensures appropriate corrective and preventive action is taken
  • Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement
  • Stays visible and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
  • Supports operations leaders on responding and handling guest feedback, problems and complaints e.g. social media, TripAdvisor.
Assists Management
  • Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
  • Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
  • Listen to team members' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
  • 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).
  • Coordinate tasks and work with other departments to ensure that the department runs efficiently.
  • Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.
  • 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.
Working with Others
  • Support all co-workers and treat them with dignity and respect.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
  • Develop and maintain positive and productive working relationships with other employees and departments.
  • Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.
Policies and Procedures
  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • 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 company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Perform other reasonable job duties as requested by Managers.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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