Quality & Excellence Manager

Fairmont Hotels & Resorts; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading luxury hotel in Dubai seeks a Quality & Excellence Manager. This role focuses on improving quality and guest satisfaction by implementing assessments and training programs, requiring extensive hotel management experience. The ideal candidate will exhibit a passion for extraordinary service and have a strong track record in the hospitality industry.

Qualifications

• 5 years’ management experience in a luxury hotel.
• Experience in the hospitality industry.
• Passionate about extraordinary guest experiences.

Responsibilities

• Collaborate with HODs to enhance guest satisfaction and reputation.
• Schedule audits across departments per standards.
• Train new leaders on guest satisfaction programs.

Skills

Guest Satisfaction

Problem-solving

Detail-oriented

Education

Bachelor’s Degree in Business Administration

Job description

Company Description

"Why work for Accor?

We are far more than a worldwide leader. We are more than 240,000 women and men who share something unique. Each day, we host the world and care for millions of people. We are driven by curiosity, love blending cultures, and are proud of our differences.
We lead the way but aim to go further with audacity, imagination, and passion."

Raffles the Palm

Raffles the Palm Dubai is located on the western crescent of Palm Jumeirah, the world’s largest manmade island. This luxurious five-star hotel offers 360 spacious rooms, suites, and villas with handcrafted Italian touches and carefully selected amenities. Guests can enjoy panoramic views, a private beach, state-of-the-art entertainment and recreational facilities, including boutiques, a VIP movie theatre, signature and private restaurants, and exquisite banqueting and conference spaces.

Guests at Raffles experience personalized, discreet service that reflects the hotel’s unique personality and story. Raffles Hotels & Resorts is an award-winning, luxury international hotel company established in 1887 with the opening of Raffles Hotel, Singapore. Its portfolio includes nearly twenty luxurious properties worldwide, from secluded resorts to city hotels.

Job Description

THE POSITION

The Quality & Excellence Manager will serve as the subject matter expert for projects aimed at improving quality scores, brand standard audit results, and overall guest experience. The goal is to achieve the highest standards of service excellence in line with company guidelines.

JOB RESPONSIBILITIES

• Collaborate with HODs to formulate and implement comprehensive quality procedures to enhance guest satisfaction and online reputation.
• Schedule and oversee audits across departments according to Raffles and LQA standards.
• Maintain service standards, translating them into service flows and identifying gaps in the guest journey.
• Implement continuous process improvement programs.
• Participate in new hire orientations, explaining programs like TrustYou, LQA, and social media reputation management.
• Manage the guest satisfaction program TRUSTYOU and work to improve the hotel’s RPS score.
• Present daily guest satisfaction results during briefings, including comments from electronic media, TripAdvisor, and incident reports.
• Generate and share daily and weekly guest satisfaction reports with management.
• Analyze satisfaction data by various parameters to identify improvement opportunities.
• Provide training on guest satisfaction programs to new leaders.
• Set property and departmental goals, and coach teams to achieve them.
• Act as liaison with LQA, analyzing data and developing action plans post-audit.
• Review MOD reports, identify weak areas, and collaborate on improvements.
• Work with PR to respond to guest feedback and social media comments, integrating feedback into training.
• Stay updated on industry trends and best practices.
• Promote iAuditor usage through training and tracking.
• Support utilization of local measures to enhance reputation scores.
• Foster awareness of the Customer Experience Community within the hotel.
• Continuously analyze business practices for improvement opportunities that increase revenue or reduce costs while enhancing service quality.
• Be visible during operations to understand and address guest concerns.
• Monitor colleagues’ service behaviors and grooming, providing coaching as needed.
• Enhance service quality through communication, guidance, and individual coaching.
• Lead by example in hospitality excellence and empower colleagues to deliver outstanding service.

Qualifications

• Bachelor’s Degree in Business Administration is preferred.
• Minimum 5 years’ management experience in a luxury hotel.
• Experience in the hospitality industry is essential.
• Passion for delivering extraordinary guest experiences.
• Strong problem-solving skills.
• Methodical, logical, and detail-oriented approach.
• Highly responsible, reliable, and accurate.
• A visionary professional committed to excellence, setting high standards in luxury and inspiring teams.