Quality Manager Hilton Palm Dubai Palm

At Hilton Dubai Palm Jumeirah, a Quality Manager drives continuous improvement across all departments by conducting quality audits, assisting with reviewing SOPs, identifying top priorities for improvement, communication of information and facilitation of Quality Improvement Teams.

Responsibilities of Quality Manager

• Monitor voice of customer through Stay Experience Platform, track defects and liaise with HODs on reducing and eliminating the trends.
• Conduct Operational review and analysis.
• Support operational performance and efficiencies.
• Monitor the procedures and the management of Hilton Honors guests with the aim of highlighting areas for improvement.
• Monitor the procedures and the management of TWS guests with the aim of highlighting areas for improvement.
• Presents Quality Guidelines and importance during orientation.
• Supports the Director of Operations during bi yearly Quality Assurance auditor visits.
• Third party quality review portals, i.e TripAdvisor.
• Provide an overview of scores and ranking throughout Hilton approved channels & social media.
• Provide Assistance to the GM and DO in directing Hotel quality efforts to address critical customer requirements.
• Review incident reports, logs, and guest feedback, liaise with HODs to investigate the rout cause of defects.
• Track defects from posts stay feedback (SALT/Stay Experience Platform) and in-house defects (DM log).
• Walk through of Hotel to identify and communicate cleanliness & condition issues for immediate actions.
• Attend departmental pre-shift meetings to observe and re-empathize on Forbes standards and role plays.
• Defect Process- Collecting, compiling, analyzing data and communicating defect/service lapse trends or information to departments in a timely and usable fashion.
• Good ideas – Ensures employees are being encouraged to contribute and implement good ideas and recognition of good ideas is occurring through a good idea process.
• Provide an update on quality measurement and activities in Staff Meeting, and guidance Team meeting.
• Responsible for Brand Quality Management Reports and Measurements.
• Responsible for internal communication of Quality Function efforts and communication of hotel performance.
• Liaise with training department to ensure training standards and requirements are applied and up to date for all employees.

Requirements of Quality Manager

• Bachelor’s degree in quality management, industrial engineering, business administration, or a related field.
• 3+ years Food and Beverage experience

Skills Desired

• Be presentable and able to represent the brand at the level required
• Have a skill in empathizing and communicating with guests from all backgrounds with strength and belief in the brand, product and systems you are implementing
• Find it natural to enthuse others in the attraction of the local area and property itself, enhancing volume opportunities
• Proficient time management skills and ability to multi-task is critical to this varied and exciting role.

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