Quality Assurance-Jobs in Vereinigte Arabische Emirate

Guest Satisfaction & Loyalty Development

• Lead, manage, and train the Front Office team, including Reception, Guest Services, Concierge, Bell Desk, and Operator.
• Champion a guest-centric culture, continuously analyzing guest feedback and driving improvement initiatives across the Front Office team.
• Implement service recovery strategies and train Heartists to handle guest concerns empathetically and professionally.
• Drive and promote enrolment and active engagement in the ALL-Loyalty Program to enhance guest engagement.
• Collaborate with Quality & Training to embed service excellence standards into daily operations.
• Collaborate with other departments (Housekeeping, Engineering, Security) to ensure guest rooms and public areas meet Mövenpick standards

Quality Assurance & Brand Compliance

• Ensure all touchpoints within the Front Office adhere to Mövenpick brand standards through regular audits and coaching.
• Partner with the Quality department to roll out brand initiatives and monitor compliance using guest satisfaction indexes and mystery audits.
• Lead by example in promoting and modeling brand values.

Employee Engagement & Team Empowerment

• Create a motivating work environment where Heartists feel empowered, valued, and committed to service excellence.
• Conduct one-on-one development meetings, career planning sessions, and consistent coaching aligned with Accor’s Heartist culture.
• Recognize high performers and encourage participation in brand-led engagement programs.

Selling & Upselling Initiatives

• Lead the team in proactively identifying upselling opportunities and maximizing room revenue, packages, and ancillary services.
• Ensure Heartists are trained on sales techniques and have a deep understanding of product offerings and benefits.
• Collaborate with Commercial and Revenue teams to execute targeted selling campaigns and monitor conversion metrics.

Commercial Contribution & Strategic Planning

• Prepare and manage departmental budgets, control costs, and monitor profit margins.
• Support the hotel’s commercial strategy by aligning Front Office operations with business objectives.
• Participate in forecasting, budgeting, and strategic reviews to optimize department financial performance.
• Contribute to driving KPIs such as GOP, RevPAR, ADR, and guest engagement scores.

Administration :

• Prepare and manage departmental budgets, control costs, and monitor profit margins.
• To work closely with the Finance department to produce monthly financial reports timely & accurately.
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
• To review the Heartists schedule and annual leave plan to ensure the correct allocation of resources in order to improve guest satisfaction level as well as Heartists productivity and satisfaction
• Oversee the implementation of a training plan for all front office and concierge team members
• Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per hotel standard.

Qualifications

• Minimum 3-5 years of experience in Front Office management role in a hotel..
• Strong command of Opera Cloud and familiarity with loyalty programs, particularly Accor Live Limitless (ALL).
• Excellent communication, presentation, and leadership abilities.
• Ability to train and motivate teams to consistently deliver exceptional service.
• Proficiency in English; Arabic / Russian languages would be an advantage.
• Experience in UAE hospitality sector preferred.