Director, Quality Assurance and Guest Experience
(6052) At Atlantis, we exist to bring the extraordinary to every holiday and experience through connection, empowerment, precision, care and warmth. Inspired by the majesty and mystery of the ocean, Atlantis resorts are unique destinations full of life, wonder and surprise, where we seek to exceed our guests\xe2\x80\x99 expectations at every possible turn. Nestled between the calm turquoise waters of the Arabian Gulf and the majestic Dubai skyline, Atlantis, The Palm is the crown of the world-famous Palm island in Dubai. With a sense of exhilaration and discovery, we create unforgettable memories by providing guests the opportunity to discover an extraordinary world filled with thrilling adventures. Whether we are designing a couple\xe2\x80\x99s retreat or serving the extraordinary in one of our award-winning celebrity chef restaurants, we approach everything with imagination to spark a sense of courage, inspiration and innovation. This is not simply our job, it\xe2\x80\x99s our passion. The Director, Quality Assurance and Guest Experience is responsible for project operations and programs support including standardization, quality management, document management, methods creation, maintenance and process improvement. This includes supervising independent assessments of training providers, and compliance with and maintenance of the relevant standards on behalf of the company. This also involves directing analysis and formal reports and other information regarding the resort\xe2\x80\x99s quality standards. Key Duties and Responsibilities

• Conduct needs analysis with department managers to assess specific quality improvement plan and learning needs.
• Administer the overall reporting systems and databases of the resorts Guest Experience and Innovation department, ranging from guest feedback, mystery shop, online reviews to the integrated management system in order to provide effective monitoring and distill feedback of the resort\xe2\x80\x99s internal processes.
• Continuously facilitate/develop and implement tools and structure that enable the resort and the brand to achieve sustainable business results, achieve company and resort objectives as well as drive continuous improvements and innovation to enhance guest experience.
• Continuous improvement and operational implementation of the Guest Experience and online reputation of the resort.
• Monitor the daily guest experience scores and guest feedback received via a number of platforms and effectively communicate this information to Operations and the management team.
• Animate and proactively monitor all social media content relevant to guest experience and feedback.
• Coordinate with departments through training the teams to optimize the overall guest experience culture within the resort.
• Manage the development and distribution of reporting identifying critical service barriers or inconveniences affecting the Guest Experience.
• From guest feedback and guest comments, identify barriers and specific opportunities that are hindering the guest experience and cohesively works with department\xe2\x80\x99s leadership recommending approaches that can be implemented to better serve our guests.
• Monitor, track, and analyze key trends and data.
• Conduct regular meetings with regards to quality assurance to include Review Pro/ Seven Rooms/ Forbes/ Google Reviews/ TripAdvisor.
• Attend daily briefings and highlight weekly trends and comments raised by our guests as well as progressed solutions.
• Manage the resorts Policies and Procedures and Standard Operating Procedures to ensure standardization.

Skills, Experience & Educational Requirements**

• 7 years\xe2\x80\x99 experience in a similar role in a luxury hotel

• International experience preferred
• Knowledge of Forbes preferred
• Bachelor\xe2\x80\x99s degree or equivalent (Master\xe2\x80\x99s degree or additional relevant qualification would be an advantage)
• Strong administrative and organizational skills
• Excellent communication skills
• Significant experience in project management, handling business transitions (from inception to delivery)
• Exceptional stakeholder management skills and providing insights up to date of the progress
• Ability to work in a fast-paced multi-cultural environment

Atlantis Dubai is an iconic entertainment destination comprised of two world-class resorts; Atlantis, The Palm and Atlantis, The Royal; offering an unbeatable opportunity for you to grow and develop in your career. Join a team that is adventurous, creative, warm-hearted and extroverted. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories. Job Type: Full-time