Quality Manager

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

Job summary

A leading global hotel chain in Dubai seeks a Quality Manager. The role involves implementing quality standards, conducting audits, and enhancing guest satisfaction through training programs. Ideal candidates should have relevant degrees and experience in guest services or management operations. Join a diverse team dedicated to service excellence.

Qualifications

• 3 years experience in guest services, front desk, or management operations.
• 1 year experience with a 4-year degree in related professional areas.

Responsibilities

• Lead quality standards implementation across all departments.
• Conduct regular audits for compliance with brand and regulatory standards.
• Design and deliver training programs for service consistency and satisfaction.
• Review guest feedback and ensure corrective actions.

Skills

Coaching

Audit compliance

Data analysis

Customer service

Leadership

Education

2-year degree in Business Administration or related

4-year bachelor's degree in Business Administration or related

Job description

Description

JOB SUMMARY

As Quality Manager at Le Mridien Dubai Hotel and Conference Centre you will lead the implementation of quality standards across all departments with a strong focus on Food & Beverage operations. Your role involves conducting regular audits ensuring compliance with Marriott brand guidelines and Dubai Municipality regulations and driving continuous improvement initiatives. You will also be responsible for designing and delivering F&B training programs that enhance service consistency hygiene practices and guest satisfaction while fostering a culture of excellence and accountability among staff.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management or related major + 3 years experience in guest services, front desk, housekeeping, sales and marketing, management operations or related professional area.
• OR 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management or related major + 1 year experience in guest services, front desk, housekeeping, sales and marketing, management operations or related professional area.

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

• Coaches managers on adopting the Total Quality Management leadership style.
• Conducts monthly audit to ensure compliance with company and brand standards.
• Makes and executes 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 ensuring use of systematic processes and that improvement is achievable and measurable.

Managing Quality Tools

• Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
• Uses data collection methods to compile, track and analyze defect trends.
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes issues and identifies trends.

Managing the Guest Experience

• 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.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture, talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Required Experience:

Manager