Quality & Excellence Manager

21c Museum Hotels; Dubai; On-site; USD 60,000 - 90,000; Full time

Job summary

A leading international luxury hotel seeks a Quality & Excellence Manager to elevate guest experiences and ensure high standards of service. The role involves collaborating across departments, managing quality procedures, and training staff to enhance satisfaction. Candidates should have significant experience in luxury hospitality and a degree in business.

Qualifications

• At least 5 years of management experience in a luxury hotel.
• Experience in the hospitality industry is essential.
• Strong problem-solving skills and detail-oriented approach.

Responsibilities

• Collaborate with HODs to enhance guest satisfaction and implement quality procedures.
• Monitor audits and maintain service standards, providing training as needed.
• Generate guest satisfaction reports and analyze trends.

Skills

Problem-Solving

Guest Experience Management

Attention to Detail

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 and every day, we host the world and care for millions of people. We are all moved by curiosity, love blending cultures, and are proud of our differences.
Yes, we lead the way, but we want 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 and archipelago. This luxurious five-star hotel offers 360 spacious rooms, suites, and villas, embellished with hand-crafted Italian touches and carefully selected amenities to create an atmosphere of elegance. 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.

Each guest experiences the individual personality and story of the hotel. At the core of every Raffles is the delivery of thoughtful, personal, and discreet service to well-travelled guests. 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 be the subject matter expert for various projects aimed at improving our quality scores, brand standard audit results, and overall guest experience. The goal is to attain 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 monitor audits across various areas, ensuring standards align with Raffles Hotels & Resorts and LQA.
• Maintain service standards for the property, translating them into service flow and identifying gaps in the guest journey.
• Implement continuous improvement programs for processes.
• Participate in new hire orientation, explaining quality programs such as 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 operational briefings, including comments from electronic media and TripAdvisor, providing insights for leadership.
• Generate and share daily and weekly guest satisfaction reports, analyzing trends across various demographics and metrics.
• Provide training to new leaders on guest satisfaction programs.
• Create property and department goals, and support teams in achieving them.
• Act as liaison with LQA, analyzing data and developing action plans post-audit.
• Review MOD reports, identify weak areas, and collaborate with HODs and L&D to improve.
• Work with PR to respond to guest service recovery situations and social media comments, integrating feedback into training.
• Stay updated on industry trends and best practices.
• Promote iAuditor culture through training and activity tracking.
• Support the use of Local Measure to enhance guest satisfaction and reputation scores.
• Create awareness of the Customer Experience Community within the hotel.
• Continuously analyze business practices for opportunities to improve revenue, reduce costs, and enhance service quality.
• Be visible on the floor and during guest interactions to understand and address service issues.
• Monitor colleagues’ service behaviors and grooming, providing coaching as needed.
• Enhance service quality through communication, guidance, and individual coaching.
• Lead by example in demonstrating hospitality excellence and empower colleagues to deliver outstanding service.

Qualifications

• Bachelor’s Degree in Business Administration is preferred.
• At least 5 years of 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 attentive to accuracy.
• A visionary professional driven by excellence, inspiring others to elevate their performance.