Quality & Excellence Manager

FAIRMONT; Dubai; On-site; USD 60,000 - 90,000; Full time

Job summary

A leading company in the hospitality sector is seeking a Quality & Excellence Manager to enhance guest satisfaction and uphold brand standards at its exquisite hotel in Dubai. The ideal candidate will have management experience in luxury settings, a strong focus on quality, and a drive for excellence in service delivery. Responsibilities include developing quality procedures, overseeing audits, and fostering a culture of continuous improvement while coaching colleagues and identifying business process enhancements.

Qualifications

• 5 years' management experience in a luxury hotel.
• Hospitality industry experience required.
• Passion for delivering exceptional guest experiences.

Responsibilities

• Collaborate with HODs to improve guest satisfaction.
• Oversee audits according to brand standards.
• Train new leaders on guest satisfaction programs.

Skills

Problem-solving

Attention to detail

Leadership

Education

Bachelor’s Degree in Business Administration

Job description

Company Description

Why work for Accor?

We are more than a worldwide leader, with over 240,000 women and men sharing a unique culture. Daily, we host the world, caring for millions. Driven by curiosity, love for cultural blending, and pride in our differences, we lead the way and aim to go further with audacity, imagination, and passion.

Raffles the Palm

Located on the western crescent of Palm Jumeirah, Raffles the Palm Dubai is a luxurious five-star hotel featuring 360 spacious rooms, suites, and villas with Italian craftsmanship and elegant amenities. Guests enjoy panoramic views, a private beach, entertainment, boutiques, a VIP theatre, signature restaurants, and conference spaces.

Each guest experiences the hotel's unique personality and story, with a focus on discreet, personalized service. Raffles Hotels & Resorts, established in 1887, comprises nearly twenty luxury properties worldwide, from secluded resorts to city hotels.

Job Description

Position: Quality & Excellence Manager

The manager will serve as the subject matter expert on projects aimed at enhancing quality scores, brand standards, and guest experiences, striving for service excellence aligned with company guidelines.

Responsibilities:

• Collaborate with HODs to develop comprehensive quality procedures to improve guest satisfaction and online reputation.
• Schedule and oversee audits 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 orientation, explaining quality programs like TrustYou, LQA, and social media reputation management.
• Manage the guest satisfaction program TRUSTYOU, aiming to increase the RPS score.
• Present daily guest satisfaction results in briefings, including comments and incident reports.
• Generate daily and weekly guest satisfaction reports for management.
• Analyze satisfaction data by demographics and service usage to identify improvement opportunities.
• Train new leaders on guest satisfaction programs.
• Set property and departmental goals, acting as a coach for achievement.
• Coordinate with LQA, analyzing data and developing action plans post-audit.
• Review MOD reports, identify weaknesses, and work with HODs to improve.
• Work with PR to respond to guest feedback and social media comments, integrating insights into training.
• Stay updated on industry trends and best practices.
• Promote iAuditor culture through training and activity tracking.
• Leverage local measures to enhance guest satisfaction and reputation scores.
• Raise awareness of the Customer Experience Community within the hotel.
• Identify opportunities for business process improvements to increase revenue or reduce costs while enhancing service quality.
• Be visible in operations to understand and address guest concerns.
• Monitor colleague grooming and service behaviors, providing coaching as needed.
• Lead by example in hospitality skills, empowering colleagues to deliver excellent service.
• Identify training needs through floor presence and guest interactions.

Qualifications:

• Bachelor’s Degree in Business Administration (preferred)
• Minimum 5 years’ management experience in a luxury hotel
• Hospitality industry experience required
• Passion for delivering exceptional guest experiences
• Strong problem-solving skills
• Methodical, logical, detail-oriented, responsible, and reliable
• Professional drive for excellence, inspiring others to elevate performance