Director Of Quality
Abu Dhabi, United Arab Emirates
Job Description
Job Number 23072693
Job Category Procurement, Purchasing, and Quality Assurance
Location The Ritz-Carlton Abu Dhabi Grand Canal, PO Box 91888, Al Maqta Area, Abu Dhabi, United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY
Responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating. Position works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies. The position is responsible for ensuring that quality processes meet company\xe2\x80\x99s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. .
CANDIDATE PROFILE
Education and Experience
CORE WORK ACTIVITIES
Managing Quality Assurance Goals
Leading Quality Assurance Team
Managing Quality Tools
Managing the Guest Experience
Managing and Conducting Human Resources Activities
Job Category Procurement, Purchasing, and Quality Assurance
Location The Ritz-Carlton Abu Dhabi Grand Canal, PO Box 91888, Al Maqta Area, Abu Dhabi, United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY
Responsible for communicating the concept of Total Quality Management through advising, coaching, training, and facilitating. Position works with direct reports, General Managers, and other staff to develop and implement quality assurance strategies. The position is responsible for ensuring that quality processes meet company\xe2\x80\x99s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. .
CANDIDATE PROFILE
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 professional 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.
CORE WORK ACTIVITIES
Managing Quality Assurance Goals
- Coaches managers on adopting the Total Quality Management leadership style.
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Directs property quality efforts to address critical customer requirements.
- Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.
Leading Quality Assurance Team
- Trains team members and managers on problem solving, process improvement and strategic planning techniques
- Develops systems to enable employees to understand guest satisfaction results.
- Communicates a clear and consistent message regarding departmental goals to produce desired results.
- Coaches managers on adopting the Total Quality Management leadership style.
- Educates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.
- Familiarizes employees with the daily quality production reports and how to spot trends in their work areas and initiate root cause analysis.
Managing Quality Tools
- Ensures that management practices at all levels are aligned with quality tools.
- Uses data collection methods to compile, display, track, and analyze defect trends.
- Demonstrates and communicates key drivers of guest satisfaction for the brand\xe2\x80\x99s target customer.
- Analyzes issues and identifies trends.
Managing the Guest Experience
- Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
- Responds to and handles guest problems and complaints.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Creates an atmosphere in all properties that meets or exceeds guest expectations.
Managing and Conducting Human Resources Activities
- Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
- Ensures employees are treated fairly and equitably.
- Ensures that regular, ongoing communication is happening in quality assurance.
- Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
- Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
- Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
- Solicits employee feedback, utilizes an \xe2\x80\x9copen door policy\xe2\x80\x9d and reviews employee satisfaction results to identify and address employee problems or concerns.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
- Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
- Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
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.
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. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.
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Job Detail
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Job IdJD1533675
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationAbu Dhabi, United Arab Emirates
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EducationNot mentioned