Quality Manager Full Time

At Hilton Abu Dhabi Yas Island, a Quality Manager drives continuous improvement across all departments by conducting quality audits, assisting with reviewing SOPs, identifying top priorities for improvement, facilitating communication of information, and leading Quality Improvement Teams.

What will I be doing?

• As a Quality Manager, you will be responsible for performing the following tasks to the highest standards:
• Monitor guest feedback through the Stay Experience Platform, track defects, and liaise with Heads of Departments (HODs) to address and eliminate recurring issues.
• Conduct operational reviews and analyses to support performance and efficiency improvements.
• Review and monitor procedures for managing Hilton Honors guests and provide insights to enhance their experience.
• Deliver Quality Guidelines and emphasize their importance during employee orientation.
•  Assist the Hotel Manager in preparing for bi-annual Quality Assurance audits.
• Oversee third-party quality review platforms such as TripAdvisor and provide updates on scores and rankings.
• Collaborate with the Hotel Manager & Cluster General Manager to align hotel quality efforts with key customer needs.
• Review incident reports, logs, and guest feedback and highlight areas for enhancement.
• Perform hotel walkthroughs to identify and address cleanliness and condition issues promptly.
• Facilitate defect tracking by collecting, compiling, and analyzing data, and communicating trends to relevant departments.
• Encourage and recognize employee contributions through a structured idea-sharing process.
• Provide regular updates on quality metrics and activities in staff and guidance team meetings.
• Maintain and monitor all Brand Quality Management Reports and Measurements.
• Ensure all brand standards are consistently followed across the hotel.
• Manage all brand standards waivers through the BOSS system and ensure their validity.

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:

• Be presentable and able to represent the brand at the level required
• 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

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Experience in the vacation ownership industry