Quality Manager

Job Description - Quality Manager (HOT0C4NV)

Work Locations

DoubleTree by Hilton Resort & Spa Marjan Island
Marjan Island Blvd. Ras Al Khaimah 1468

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 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, over 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, including the flagship Hilton Hotels & Resorts brand, the most recognised hotel brand in the world. We have more than 250 million members in our award winning loyalty program, Hilton Honors, and 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:

• Facilitating, monitoring, analysing and implementing Quality Standards and performance improvement throughout the hotel while liaising with the General Manager and Director of Operations
• Focusing on Guest Feedback and developing comprehensive quality procedures to improve guest satisfaction results and online reputation
• Participating daily in operations briefings, communicating guest satisfaction scores and online comments through various portals
• Fostering employee commitment to providing excellent service, soliciting feedback, and reviewing employee satisfaction results to identify and address problems or concerns
• Designing and implementing programmes that enable continuous improvement of processes
• Attending departmental communication meetings of the different departments to discuss guest satisfaction and overall quality
• Providing training to new hires on the guest satisfaction program and to current team members on problem solving, process improvement and strategic planning techniques
• Coaching managers on adopting a Total Quality Management leadership style
• Working directly with the PR and Communications team to respond appropriately to all written and verbal guest service recovery situations and social media comments
• Analysing industry trends to ensure best practices are adopted and utilised
• Supporting the Guest Relations department in the successful implementation of the Hilton Honors program
• Creating awareness of the Customer Experience Community in the hotel
• Ensuring property policies are administered fairly and consistently
• Managing quality assurance audits and brand audits from Hilton and the owning company, including waivers and tracking action items
• Regularly assessing the hotel's products and services and providing weekly reports for actioning and rectification
• Managing the hotel inventory items for retired or superannuated products
• Understanding, following and implementing 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. We look for demonstration of the following values:

• Hospitality - passionate about delivering exceptional guest experiences
• Integrity - doing the right thing, all the time
• Leadership - leading in our industry and in our communities
• Teamwork - playing as team players in everything we do
• Ownership - owning our actions and decisions
• Now - operating 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 a related major
• Understanding and previous experience with hotel operations - at least 3 5 years in hospitality, with leadership experience preferred
• Knowledge and skill with Windows Applications and MS Office Suite, along with administrative skills
• Previous experience in implementing a business excellence or quality management model
• Ability to review and interpret large amounts of data and information
• Strong written, verbal, interpersonal and public speaking skills
• Proficiency in MS Office suite, including spreadsheets and presentation preparation
• High level of responsibility and reliability

In addition to a competitive salary, you will receive a range of excellent benefits - notably the Go Hilton Team Member Travel Program, which provides heavily reduced hotel room rates for you, your family and friends. 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 travellers the finest in accommodation, service, amenities and value. We are dedicated to continuing our tradition of providing exceptional guest and team member experiences across our 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!