Mgr-Quality

Sheraton Hotels & Resorts; Medina; On-site; SAR 187,476 - 262,467; Full time

Job summary

Sheraton Hotels & Resorts is looking for a Quality Assurance Manager in Medina, Saudi Arabia, responsible for implementing processes that enhance service quality and meet brand standards. The role includes managing guest feedback, facilitating continuous improvement, and supporting the management team through training in quality assurance.

The ideal candidate should possess a degree in Business Administration and experience in guest services or related areas. Strong analytical and coaching skills are essential for success in maintaining high standards.

Qualifications

• Experience in guest services, sales, and management operations.
• Strong analytical skills to monitor guest satisfaction.
• Ability to implement and maintain quality assurance processes.

Responsibilities

• Implement quality assurance processes that meet brand standards.
• Coach managers on Total Quality Management leadership.
• Conduct audits to ensure compliance with company standards.
• Address critical customer requirements and facilitate process improvements.
• Review guest feedback and respond to complaints.

Skills

Quality Assurance

Total Quality Management

Data Analysis

Guest Services

Education

2-year degree in Business Administration or related

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

Job description

Additional Information

Job Number: 26076363

Job Category: Procurement, Purchasing, and Quality Assurance

Location: Central Area District, Al-Madinah Al-Munawarah, Saudi Arabia, Saudi Arabia, VIEW ON MAP

Schedule: Full Time

Located Remotely?: N

Position Type: Management

Job Summary

The position is responsible for implementing quality assurance processes that meet the company’s mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the Quality function and builds support for change.

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 the 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 the 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 the 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, assuring use of the systematic processes, and 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, display, 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 celebrated. Our 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.