Quality Assurance Leader for Luxury Guest Experience

St. Regis Hotels & Resorts; Dubai; On-site; AED 335,000 - 614,000; Full time

Job summary

The St. Regis Hotels & Resorts in Dubai seeks a Quality Assurance leader to implement QA processes aligned with the brand standards and to drive continuous improvement at the property level.

This role champions the Quality function and builds support for change. Responsibilities include coaching managers in Total Quality Management, conducting monthly audits, and directing property quality efforts to meet guest expectations while supporting regional best practices and measurable process

Qualifications

• 2-year degree in Business Administration, Hotel & Restaurant Management, or related major is required or equivalent

Responsibilities

• Coaches managers on adopting the Total Quality Management leadership style.
• Conducts monthly audit to ensure 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.
• Assists with regional and/or company-wide implementation of company best practices.
• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.
• Ensures management practices at all levels are aligned with quality tools by providing training in quality sciences.
• Uses data collection methods to compile, display, track, and analyze defect trends.
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes issues and identifies trends.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Models service behaviors that meet or exceed guest expectations.

Skills

Quality assurance

Audit

Data analysis

Leadership

Customer service

Education

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

Bachelor’s degree in Business Administration, Hotel & Restaurant Management, or related major

Tools

Quality management systems

Job description

The St. Regis Hotels & Resorts in Dubai seeks a Quality Assurance leader to implement QA processes aligned with the brand standards and to drive continuous improvement at the property level.

This role champions the Quality function and builds support for change. Responsibilities include coaching managers in Total Quality Management, conducting monthly audits, and directing property quality efforts to meet guest expectations while supporting regional best practices and measurable process