quality manager

Roles and responsibilities

A Quality Manager for the Conrad Dubai is leading the Quality Department and ensuring that hotel standards are maintained and met at all times, while analyzing review platforms to identify priorities for improvement and to enhance the positioning of the hotel in terms of quality.

What will I be doing?

As a Quality Manager, you will be responsible for performing the following tasks to the highest standards:

• Assisting with reviewing of standards and SOPs
• Identifying top priorities for improvement by analyzing guest reviews and feedback.
• Responsible for enlivening Service and Company values at the hotel level and ensure all quality activities, systems and processes are implemented, practiced, continuously measured and adhered upon.
• Leading the Satisfaction and Loyalty Tracker (S.A.L.T) program.
• Analyze data received through various review sources and identify areas of development
• Review comment cards, guest satisfaction results and other data to identify areas of improvement
• Constantly monitor ReviewPro & online Social Media and drive positive results and ranking improvement.
• Create reports to track the progress on various development projects.
• Liaise with the Learning and Development Manager to ensure that team members receive on-going training to understand and exceed guest expectations.
• Establish guidelines that will help team member to understand expectations and parameters.
• Work closely with Departmental Quality champions to analyze guest issues, arrive to the core of the problem and elaborate preventive action solutions.
• Lead implementation of Forbes Travel guide program along with L&D Manage to ensure implementation of standards within the department.
• Actively contribute implementations of tools that contribute to elevating guest experience and monitor consistency in application.
  
  

What are we looking for?

A Quality Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• 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
• Excellent communication skills
• Attention to details
• Experience in luxury properties and Forbes knowledge

Desired candidate profile

A Quality Manager ensures that an organization’s products, services, and processes meet quality standards and comply with regulatory requirements. This role involves developing quality assurance systems, monitoring compliance, and driving continuous improvement across the organization. Below are the key skills required for a Quality Manager:

Core Quality Management Skills

• Quality assurance (QA): Develop, implement, and monitor QA systems to maintain high standards.
• Quality control (QC): Oversee QC processes to ensure consistency in products or services.
• Compliance management: Ensure adherence to industry standards, regulatory requirements, and company policies.
• Audit management: Plan and conduct internal and external audits to identify areas for improvement.

Leadership and Team Management

• Team supervision: Lead and mentor the quality team to achieve departmental objectives.
• Training and development: Provide training to staff on quality standards, procedures, and best practices.
• Collaboration: Work with cross-functional teams to integrate quality practices across the organization.
• Conflict resolution: Address disagreements effectively to maintain focus on quality objectives.

Analytical and Problem-Solving Skills

• Root cause analysis (RCA): Investigate quality issues to identify and resolve root causes.
• Data analysis: Use statistical tools to analyze quality data and derive actionable insights.
• Continuous improvement: Drive improvement initiatives using methodologies like Six Sigma, Lean, or Kaizen.
• Risk assessment: Identify potential risks and implement preventive measures to mitigate them.