Mgr-Quality and L&D

St. Regis Hotels & Resorts; Dubai; On-site; AED 180,000 - 320,000; Full time

Job summary

St. Regis Hotels & Resorts in Dubai is seeking a Quality Assurance leader to implement and oversee QA processes that align with our mission, brand standards and guest expectations. You will champion the Quality function, drive continuous improvement and support the property in meeting targets.

The role involves partnering with L&D and HR, verifying training efficacy, and guiding management in problem solving and data-driven decision making.

Qualifications

• Education aligned with hospitality or business administration.
• Experience in guest services, front desk, housekeeping, sales/marketing or management operations.
• Knowledge of quality management practices and data collection.

Responsibilities

• Attends executive meetings to report hotel performance and guest incidents.
• Analyzes defect trends and guest feedback with recommendations.
• Coordinates weekly quality meetings focused on guestVoice and audits.
• Maintains and communicates quality progress to leadership and corporate office.
• Drives process improvements and ensures quality tools are used.

Education

2-year degree in Business Administration, Hotel and Restaurant Management, or related major

4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major

Tools

Database software

Word processing

Spreadsheet

Statistical software

Job description

Additional Information

Job Number 26094272

Job Category Procurement, Purchasing, and Quality Assurance

Location Marasi Drive, Dubai, United Arab Emirates, United Arab Emirates, 191984VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Management

Job Summary

Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.

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.

OR

• 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.

Essential Experience

• Experience and/or knowledge of hotel business.
• Ability to understand quality management practices and teaches to others.
• Ability to understand data collection methods.
• Knowledge of budget preparation and the control of costs.
• Working knowledge of statistical measurement tools.
• Effective presentation skills.
• Detail orientation and analytical

Desirable Experience

• Operations background – depending on hotel facilities, a rooms or f&b background may be preferred
• Previous training in guest relations.
• Previous experience using database, word processing, spreadsheet, graphic and statistical computer applications.
• Experience/trained in Six Sigma or TQM

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

• Attends daily executive committee meetings to give real time updates on hotel performance, address guest incidences and attends monthly department meetings to enhance quality training.
• Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.
• Coordinates a weekly quality meeting focusing on guestVoice, top incidents, and business standard audits.
• Records, tracks, and communicates the progress of quality related activities in the hotel to executive committee members, managers, associates, and the corporate office.
• Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.
• Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.
• Immerses in operations to better understand issues/defects faced on the ground.
• Drives several initiatives for business standard audits and guestvoice.
• Conducts monthly audit to verify compliance with company and brand standards.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Directs property quality efforts to address critical customer requirements.
• Completes other reasonable duties as requested by leadership.

Executing Quality Training Programs

• Partners with Learning & Development (L&D) to train executive committee members and managers on problem solving, process improvement, and strategic planning techniques.
• Develops specific training designed to improve service performance.
• Drives brand values and philosophy in all training and development activities.
• Partners with L&D team to verify transfer of learning in the hotel/classroom takes place.
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• Partners with HR on hotel recognition program for associates to recognize associates for involvement in the quality process.

Managing Quality Tools

• Verifies that management practices at all levels are aligned with quality tools.
• Verifies the tools for continuous improvements are in place and being utilized.
• Uses data collection methods to identify, compile, display, track, and analyze defect trends.

Managing The Guest Experience

• Reviews guest feedback with leadership team and verifies appropriate corrective action is taken.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
• Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

تجمع فنادق ومنتجعات السانت ريجيس بين السحر الخالد والروح الطليعية، وتلتزم بتقديم تجارب رائعة في أكثر من 50 فندقًا ومنتجعًا فاخرًا في أفضل العناوين حول العالم. بدءًا من افتتاح فندق السانت ريجيس في نيويورك على يد جون جاكوب أستور الرابع في فجر القرن العشرين، ظلت العلامة التجارية ملتزمة بمستوى لا هوادة فيه من الخدمة المخصصة والاستباقية لجميع ضيوفها، والتي يقدمها بشكل لا تشوبه شائبة فريق من المضيفين الكرماء الذين يجمعون بين الرقي الكلاسيكي والحساسية العصرية، بالإضافة إلى خدمة الخادم الشخصي المميزة لدينا. ندعوك لاستكشاف الوظائف في السانت ريجيس. عند الانضمام إلى السانت ريجيس، فإنك تنضم إلى مجموعة من العلامات التجارية مع ماريوت الدولية. كن في المكان الذي يمكنك فيه القيام بأفضل أعمالك، وابدأ هدفك ، وانتمي إلى فريق عالمي مذهل ، لتصبح أفضل نسخة منك.