Job Description

Job Title Quality Manager

Description

Job Number 22164844Job Category Rooms & Guest Services OperationsLocation Lapita Dubai Parks and Resorts Autograph Collection, Dubai Parks & Resorts, Sheikh Zayed Road, Dubai, United Arab Emirates, United Arab Emirates Schedule Full-TimeLocated Remotely NRelocation NPosition Type ManagementJOB SUMMARYThe position is responsible for implementing quality assurance processes and ensures all training and development activities are strategically linked to the company's mission and vision, brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the Quality function with process improvement practices and data analysis techniques, with a thorough understanding of the brand, culture and hotel operations. This role provides guidance and leadership to all high-guest-contact associates working alongside with the HODs to deliver the brand promise. Director of Quality must ensure brand programming is activated and enlivened in all guests contact areas and act as a brand guardian and advocate. It is a member of the Leadership Team who will influence strategic decisions by representing the voice of the guest. CANDIDATE PROFILE Education and Experience. High school diploma or GED 4 years experience in the guest services, front desk, housekeeping, or related professional area. OR . 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major 2 years experience in the F&B Operations, guest services, front desk, housekeeping, or related professional area. CORE WORK ACTIVITIESManaging Quality Assurance GoalsCommit to providing the finest personal service and facilities to the guests Understand and commit to embracing the brand culture in every aspect of the daily operationMotivate teams to create strong relationships with guestsPartner with HR & Learning and development to develop and deliver strong empowerment trainingImplement, monitor and evaluate in house recognition programs reward, recognize and actively communicate outstanding performances Foster and deepen the culture of data-driven decision-making across the hotelContinuous evaluation of Quality KPIs (e.g., Guest Satisfaction Surveys, Social Sites Reviews). Provide analysis and recommendations to help improve performance. Actively participates in meetings to provide insights based on historical and predictive analysis of all Quality Metrics (Guest Satisfaction Surveys, Mystery Shopping, Social Media, Defects, etc.)Develop Action Plans to address performance gapsImmerses in operations to better understand ground realities, observe issues/defects and help monitor solutionsFacilitate Problem Solving projects using the appropriate Lean, Six Sigma, Design Thinking or Creative Thinking methodologyActively promotes Best Practices on EMEA Thrive Share Best Practice library and scans for ideas that can be implementedConducts monthly practice audit to ensure compliance with relevant industry and Marriott's standardsProvides resources and guidance that enable discipline leads to achieve Quality related Balanced Scorecard goalsEducates new employees on the foundations of the quality processes, how to use quality tools and their role in continuous improvement.Executing Quality Training ProgrammesDevelop and deliver specific trainings on problem solving, service excellence delivery, process improvement and Strategic Planning techniques..Supports brand values and philosophy in all training and development activitiesPartners with L&D team to ensure transfer of learning in the hotel/classroom takes place.Identifies performance gaps and works with managers to develop and implement ad hoc trainings to improve performancePartner with HR on hotel recognition program for associates to recognise associates for involvement in the quality process Managing Quality ToolsDemocratize process improvement amongst the workforce by sharing practical usage of improvement Quality ToolsRegularly review key CRM dashboards to identify top detractors of the guest experience and develop improvement plans, for example including most frequent issues, rooms with the most issues, defects leading to the greatest compensation, timing trends for most frequent requests (Executive Dashboard)Uses data collection methods to identify, compile, display, track, and analyze trends impacting guest satisfactionImproving the Guest ExperienceRegularly review chat reports in Marriott's CRM system to ensure guests are receiving chat communications in brand voice, and develop chat templates that ensure the most common responses are answered consistentlyEnsure all Digital Guest Experience touchpoints are executed to the target performance levelsReviews all forms of guest and customer feedback with leadership team and ensures appropriate corrective and preventive action is takenIncorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvementStays visible and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.Supports operations leaders on responding and handling guest feedback, problems and complaints e.g. social media, TripAdvisorAssists ManagementServe as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.Listen to team members' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).Coordinate tasks and work with other departments to ensure that the department runs efficiently.Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.Working with OthersSupport all co-workers and treat them with dignity and respect.Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.Develop and maintain positive and productive working relationships with other employees and departments.Actively listen to and consider the concerns of other employees, responding appropriately and effectively.Partner with and assist others to promote an environment of teamwork and achieve common goals.Policies and ProceduresProtect the privacy and security of guests and coworkers.Maintain confidentiality of proprietary materials and information.Follow company and department policies and procedures.Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.Perform other reasonable job duties as requested by Managers. 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 onanyprotectedbasis, such as disability and veteran status, or any other basis covered under applicable law.Marriott's Autograph Collection features a select group of upscale and luxury independent partner hotels, each with its own distinct personality, experience, style and features. Located in major cities and desirable destinations around the world, Autograph guests favor hotel stays that reflect their own unique and personal styles. Be a part of our team and deliver an innovative guest experiences that resists predictability.

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