Quality Manager

TALENTMATE; Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading hospitality company is seeking a Quality Manager to enhance guest satisfaction and implement quality standards at DoubleTree by Hilton Resort & Spa Marjan Island in Ras Al Khaimah. This mid-level position requires a degree in Business Administration or similar, along with experience in hotel operations and customer relations. The manager will work closely with the hotel team to conduct quality assurance audits, coach staff, and analyze data for continuous improvement. A competitive salary and benefits are offered, along with opportunities for professional growth.

Benefits

Go Hilton Team Member Travel Program

Staff cafeteria

Accommodation and transportation

Residency and work permits

Qualifications

• 3-5 years of experience in hospitality, leadership experience preferred.
• Ability to analyse guest feedback and develop quality procedures.
• Strong leadership and commitment to service excellence.

Responsibilities

• Implement quality standards and monitor performance.
• Focus on guest feedback to improve satisfaction.
• Provide training on quality management techniques.

Skills

Written and verbal communication skills

Data interpretation

Interpersonal skills

Administrative skills

Proficient in MS Office Suite

Education

Any degree in Business Administration, Hotel and Restaurant Management or related major

Tools

Windows Applications

MS Office Suite

Job description

Job Description

DoubleTree by Hilton Resort & Spa Marjan Island is looking for a Quality Manager to join the team! With 723 rooms, 14 food and beverage outlets, 7 pools and a private beach, this award‑winning property offers elevated comfort and food inspired from around the world.

Why Work for Hilton?

Hilton is one of the largest and fastest‑growing hospitality companies in the world, with more than 9,000 properties in 141 territories. It has a portfolio of 25 world‑class brands and a highly recognized Hilton Honors loyalty program.

Responsibilities

• Facilitate, monitor, analyse and implement Quality Standards and performance improvement throughout the hotel while liaising with the General Manager and Director of Operations.
• Focus on guest feedback and develop comprehensive quality procedures to improve our guest satisfaction results and online reputation.
• Participate daily in the operations briefing, communicating guest satisfaction scores and online comments through various portals.
• Foster employee commitment to providing excellent service; solicit feedback and review employee satisfaction results to address problems or concerns.
• Design and implement programs that allow the continuous improvement of processes.
• Attend departmental communication meetings to discuss guest satisfaction and overall quality.
• Provide training on the guest satisfaction program and on problem‑solving, process improvement and strategic planning techniques.
• Coach managers on adopting the Total Quality Management leadership style.
• Work directly with the PR and Communications team to respond appropriately to guest service recovery situations and social media comments.
• Analyse industry trends to ensure best practices are adopted.
• Support the Guest Relations department in the implementation of the Hilton Honors program.
• Create awareness of the Customer Experience Community in the hotel.
• Ensure property policies are administered fairly and consistently.
• In charge of Quality Assurance audits and Brand Audits from Hilton and the Owning Company, including waivers and tracking action items.
• Regularly assess the hotel’s product and services and provide weekly reports for actioning and rectification.
• Manage the hotel inventory items for retired or superannuated products.
• Understand, follow and implement Hilton Brand standards across operational departments.

Values

• Hospitality – We’re passionate about delivering exceptional guest experiences.
• Integrity – We do the right thing, all the time.
• Leadership – We’re leaders in our industry and communities.
• Teamwork – We’re team players in everything we do.
• Ownership – We’re owners of our actions and decisions.
• Urgency – We operate with a sense of urgency and discipline.

Requirements

• Any degree in Business Administration, Hotel and Restaurant Management or a related major.
• Understanding and previous work experience with hotel operations; at least 3‑5 years in hospitality with leadership experience a plus.
• Knowledge and skill for the complete use of Windows Applications and MS Office Suite along with administrative skills.
• Preferred experience implementing a business excellence or quality management model.
• Ability to review and interpret large amounts of data and information.
• Strong written and verbal skills together with interpersonal and public speaking skills.
• Proficiency in MS Office Suite including spreadsheets and preparing presentations.
• High level of responsibility and reliability.

Work Perks

In addition to a competitive salary you will receive a range of benefits, including the Go Hilton Team Member Travel Program, staff cafeteria, accommodation and transportation, and required residency and work permits.

Work Locations

DoubleTree by Hilton Resort & Spa Marjan Island, Ras Al Khaimah, United Arab Emirates.

Schedule

Full‑time.

Brand

DoubleTree by Hilton.

Job Type

Call Center and Reservations.

Job Details

Role Level: Mid‑Level

Country: United Arab Emirates

City: Ras Al Khaimah

Company Website: http://stories.hilton.com

Job Function: Quality Assurance & Control

Company Industry: Hospitality