Quality Manager

Quality Manager

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 by 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 with more than 1 million rooms in 141 countries and territories. In the 106+ years since our founding, we have defined the hospitality industry and established a portfolio of 25 world-class brands, with the emergence of the Tempo brand and including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 250+ million members in our award-winning customer loyalty program, Hilton Honors. We are consistently endorsed by our employees as a Great Place to Work in all of the countries in which we operate.

As a Quality Manager, you would be responsible for:

• To 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 our online reputation
• Participate daily in the operations briefing, communicate guest satisfaction scores and online comments through various portals
• Foster employee commitment to providing excellent service. Solicit employee feedback, and review employee satisfaction results to identify and address employee problems or concerns
• Design and implement programs that allow the continuous improvement of processes
• Attend the departmental communication meetings of the different departments to talk about guest satisfaction and overall quality
• Provide training to new hires about our guest satisfaction program and to current team members about problem solving, process improvement and strategic planning techniques
• Coaches managers on adopting the Total Quality Management leadership style
• Work directly with the PR and Communications team to respond appropriately to all written and verbal guest service recovery situations and Social Media comments
• Analyse industry trends to ensure that best practices are being adopted and utilized
• Support Guest Relations department in the successful implementation of Hilton Honors program
• Create awareness of the Customer Experience Community in the hotel
• Ensures 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 assessing 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

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these 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 in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

As with any job, we do have certain criteria that you will need to meet in order to be considered. These are detailed as follows:

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

Hilton Work Perks

In addition to a competitive salary you will also receive a range of excellent benefits - probably the best of which is our Go Hilton Team Member Travel Program. This provides you with access to heavily reduced hotel room rates for you, your family & friends. Perfect for the holiday savvy team member! In our hotel you will also benefit from a staff cafeteria for all meals, a five minute away shared accommodation and transportation. The role also includes all required residency and work permits.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest and team member experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!