Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Willow Stream Spa and the Fairmont Falcons Kids\xe2\x80\x99 Club.

• Practice and adhere to brand standards to enhance customer service
• Conduct regular assessments on the operational service standards through quality audit tools such as iAuditor to ensure a constant monitoring of staff performance and service gaps
• Develop a statistical analysis of data collected from different review platforms and service touch points (such as Royal Service), and conduct monthly Quality meeting with Department Heads to discuss improvement opportunities
• \xe2\x80\x9cKeeper\xe2\x80\x9d of service standards for the property, translating them in to service flow, steps of service, and identifying gaps in the customer journey
• Be the liaison between LQA and the property, analyzing data and formulating action plans with each department after each audit
• Assume responsibility for increasing hotel\xe2\x80\x99s Reputation Performance Score
• Drive the Quality committee
• Drive the TripAdvisor project, motivate the team to get more reviews, share ideas on how to improve the TripAdvisor ranking
• Respond to guest reviews for all business units on the following platforms: TripAdvisor, TrustYou, Booking.com, Google
• Support and work with the Department Heads in the definition and continuous updating of SOPs and review of SOPs\xe2\x80\x99 effectiveness
• Work with the Cluster Learning & Development Manager to develop a training plan for new joiners to go through the SOPs, and ensure regular SOP refresher trainings are conducted per department.
• Participate in the Orientation of new joiners to give an overview about Brand Standards and Quality goals/KPIs
• Continually analyze business practices and identify opportunity for improvements, which could result in increase in revenue and/or cost savings, while also improving service quality
• Observe service behaviors of Heartist and ensure that all uniformed Heartist are properly attired and groomed, each wearing a nametag
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serve as a leader in displaying outstanding hospitality skills.
• Empower Heartist to provide excellent customer service.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.

Qualifications

• Problem-solving skills
• A methodical and logical approach
• Accuracy and attention to detail
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team, as well as independently
• 2-3 years\xe2\x80\x99 experience in a similar role in a luxury hotel
• Exceptional English communication skills, an additional language will be a plus

Additional Information

Visa Requirements:

Please note that you must be eligible to live and work in Dubai.

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