Quality Manager Full Time

JOB DESCRIPTION

A Quality Manager for the Conrad Dubai is leading the Quality Department and ensuring that hotel standards are maintained and met at all times, while analyzing review platforms to identify priorities for improvement and to enhance the positioning of the hotel in terms of quality.

What will I be doing?

As a Quality Manager, you will be responsible for performing the following tasks to the highest standards:

• Assisting with reviewing of standards and SOPs
• Identifying top priorities for improvement by analyzing guest reviews and feedback.
• Responsible for enlivening Service and Company values at the hotel level and ensure all quality activities, systems and processes are implemented, practiced, continuously measured and adhered upon.
• Leading the Satisfaction and Loyalty Tracker (S.A.L.T) program.
•  Analyze data received through various review sources and identify areas of development
• Review comment cards, guest satisfaction results and other data to identify areas of improvement
• Constantly monitor ReviewPro & online Social Media and drive positive results and ranking improvement.
• Create reports to track the progress on various development projects.
• Liaise with the Learning and Development Manager to ensure that team members receive on-going training to understand and exceed guest expectations.
• Establish guidelines that will help team member to understand expectations and parameters.
• Work closely with Departmental Quality champions to analyze guest issues, arrive to the core of the problem and elaborate preventive action solutions.
• Lead implementation of Forbes Travel guide program along with L&D Manage to ensure implementation of standards within the department.
• Actively contribute implementations of tools that contribute to elevating guest experience and monitor consistency in application.

What are we looking for?

A Quality Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Have a skill in empathizing and communicating with guests from all backgrounds with strength and belief in the brand, product and systems you are implementing
• Find it natural to enthuse others in the attraction of the local area and property itself, enhancing volume opportunities
• Proficient time management skills and ability to multi-task is critical to this varied and exciting role
• Excellent communication skills
• Attention to details
• Experience in luxury properties and Forbes knowledge