Quality And Excellence Manager

Raffles Hotels & Resorts; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the luxury hospitality sector is seeking a Quality & Excellence Manager for its Dubai property. This role involves overseeing quality procedures, managing guest satisfaction initiatives, and ensuring adherence to brand standards. The ideal candidate will possess strong analytical skills and a relentless drive for excellence, along with significant experience in luxury hotel management.

Qualifications

• Minimum of 5 years management experience in a luxury hotel.
• Strong desire to deliver extraordinary guest experiences.
• High accuracy, responsibility, and reliability.

Responsibilities

• Conduct audits and maintain service standards to improve guest satisfaction.
• Participate in orientation for new joiners about quality programs.
• Analyze data to identify trends and improve service quality.

Skills

Problem-solving skills

Attention to detail

Ability to analyze data

Education

Bachelor’s Degree in Business Administration

Job description

THE POSITION

The Quality & Excellence Manager will be the subject expert for various projects to further improve our quality scores, brand standard audit results, and overall guest experience. He/she will aim to attain the highest standards of service excellence in accordance with the company guidelines.

Job Responsibilities

1. Bring together the HODs and conduct them to formulate and agree on comprehensive quality procedures to improve our guest satisfaction results and our online reputation.
2. Schedule and monitor audits of the various areas according to the standards of Raffles Hotels and Resorts and LQA.
3. Maintain the service standards for the property, translating them into service flow, steps of service, and identifying gaps in the guest journey.
4. Implement programs for continuous process improvement.
5. Participate in new joiners orientation, explaining main quality programs: TrustYou, LQA, and Social Media Reputation.
6. Be fully accountable for the guest satisfaction program TRUSTYOU and responsible for increasing the hotel’s RPS score.
7. Participate in daily briefings, presenting results from TRUSTYOU, electronic media comments, incident reports, and TripAdvisor comments, providing valuable insights for the leadership team.
8. Generate and share the daily guest satisfaction report, including all surveys and comments from electronic media from the previous day.
9. Attend departmental meetings to discuss guest satisfaction.
10. Deliver weekly guest satisfaction reports to the Hotel Manager and Managing Director.
11. Analyze data to identify trends and opportunities for improving guest satisfaction, considering factors like gender, age, nationality, hotel sectors, purpose of stay, seasonality, length of stay, and used services.
12. Provide training on guest satisfaction programs to new leaders.
13. Create property goals, departmental objectives, and key strategies, acting as a coach and accountability partner for each department.
14. Serve as the liaison between LQA and the property, analyzing data and developing action plans post-audit.
15. Review weekly MOD reports, identify weak areas, and work with HODs and L&D to implement improvements.
16. Work with PR to respond to guest service recovery situations and social media comments, integrating feedback into training and maintaining service culture standards.
17. Stay updated on industry trends to ensure best practices are adopted.
18. Promote iAuditor culture through training and tracking activity in the hotel.
19. Support utilization of Local Measure to enhance guest satisfaction and reputation scores.
20. Create awareness of the Customer Experience Community within the hotel.
21. Continuously analyze business practices for opportunities to increase revenue, reduce costs, and improve service quality.
22. Be visible in operations and during guest interactions to understand and address concerns.
23. Monitor colleague grooming and service behaviors, addressing issues as needed.
24. Enhance service quality through communication, guidance, feedback, and coaching.
25. Lead by example in hospitality skills and empower colleagues to deliver excellent customer service.
26. Identify training needs through floor presence and guest interactions.

Qualifications

• Bachelor’s Degree in Business Administration or related field is an asset.
• Minimum of 5 years management experience in a luxury hotel.
• Experience in the hospitality industry is essential.
• Strong desire to deliver extraordinary guest experiences.
• Problem-solving skills and a methodical, logical approach.
• High accuracy, responsibility, and reliability.
• A professional with relentless drive and passion for excellence, setting high standards in luxury and inspiring performance.

Role Level: Mid-Level

Work Type: Full-Time

Country: United Arab Emirates

City: Dubai

Company Website: [URL]

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