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Created in 2007, Emaar Hospitality Group owns and manages a portfolio of hospitality assets and brands including Address Hotels + Resorts, Vida Hotels and Resorts, in addition to serviced residences, leisure clubs, and a comprehensive portfolio of restaurants and spas. The group plans to introduce its brands in key gateway cities and destinations in Europe, India, China, Middle East and North Africa. Emaar Hospitality Group is also the Official Hotel and Hospitality Partner of Expo 2020 Dubai

ABOUT THE FUNCTION

Lead the Brand Experience performance within the hotel, nurturing continual improvement to achieve the highest Guest Experience, Service Excellence, Standards Conformance, and Brand Message that enables returns on Financial, Loyalty, and Advocacy.

Acting as an internal consultant and mentor, assesses the cause and effect of communicated needs, and advises and implements appropriate solutions. Works across departments to provide proactive solutions to improve guest experience and service standards. These solutions may not always be training solutions, however, could be related to management, morale, equipment or systems.

Implement long-term strategies as identified by Corporate, enabling EHG to achieve sustainable business performance, and focus on driving continual improvement in line with EHG Quality & Brand Experience Policy. In alignment with the overall EHG Brand Experience structure, work in close partnership with Brand Marketing to deliver the desired Brand Experience across all ambassadors journey and guest touch points.

WHAT YOU WILL NEED TO SUCCEED

• Degree in Quality / Hospitality / Business Management or Equivalent
• Training Qualification / Studying for a Training qualification
• Experience of facilitating senior groups of staff (essential)
• Minimum 8 years\' experience in Quality Management/Strategic Management/Business Excellence role, preferably in the service industry sector
• Expert level proficiency in MS Excel, PowerPoint, Word, Visio, MS Project
• Detailed knowledge of process management methodologies (including process mapping)
• Enhance Operational excellence and delivery of brand service experiences
• Delivery of specific projects within set time scales that will contribute to business and / or personal growth
• Strategy for brand service immersion
• Customer satisfaction (Mystery Shopper score or Trip Advisor ranking)
• Put Customer First
• Drive for Results
• Learning
• Disrupt & Challenge
• Resilience

Emaar Properties