Manager Quality and Special Projects Jumeirah Group & Corporate

An opportunity has arisen for a Manager – Quality & Specialist Projects to join Jumeirah Group & Corporate. The job holder will be responsible for overseeing the implementation of quality standards and manages specialized projects to enhance guest satisfaction and operational efficiency.

Responsibilities of Manager Quality and Special Projects

Guest Experience / Mystery Shopping Point of Contact

• Acts as the main point of contact for hotel leaders in matters related to guest experience and mystery guest programs.
• Reviews hotel performance on a weekly and monthly basis and identify areas where hotels can be supported to improve their performance.

Training

• Develops content for training materials, self-service tools, supports with hotel communication, including creating comms plan as well as communication templates.
• Continually strives to improve the knowledge base on Quality related topics including but not limited to guest experience surveys, guest satisfaction and mystery guest programs.
• Conducts online and in person training sessions, as well as 1 to 1 tailor made guest experience and mystery guest performance sessions.

Rooms Operations

• Supports Rooms Operations related topics including audits, pre-opening and opening initiatives and processes.

Special Projects & Administration

• Willingness to support planned and ad-hoc project work.
• Some degree of administration, including meeting follow ups, purchase requests, IT platform maintenance will be required.

Requirements of Manager Quality and Special Projects

• Hospitality and/or Business diploma degree from a reputable institution.
• 2+years  Hotel background / experience, with prior roles as a department head in areas like Front Office, Operations Manager, Conference & Events operations.

Skills and Knowledge Desired

• Hotel PMS, Opera, HotSOS, Advanced – Excel, PowerPoint & Work
• Responsiveness and effectiveness, with a keen awareness of urgency and importance for diverse stakeholders. Utilizing decision-making skills to ascertain the most suitable resolutions within company guidelines and the best interests of all involved parties
• Occasionally able to travel within the region, staying overnight as needed.

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