Quality Manager

Job Description - Quality Manager (HOT0BID3)

Job Number:

HOT0BID3

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.

As a Quality Manager, you would be responsible for:

• Facilitating, monitoring, analyzing, 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 our guest satisfaction results and our online reputation.
• Participating daily in the operations briefing, communicating guest satisfaction scores and online comments through various portals.
• Fostering employee commitment to providing excellent service, soliciting employee feedback, and reviewing employee satisfaction results to identify and address employee problems or concerns.
• Designing and implementing programs that allow the continuous improvement of processes.
• Attending departmental communication meetings to discuss guest satisfaction and overall quality.
• Providing training to new hires about our guest satisfaction program and to current team members about problem solving, process improvement, and strategic planning techniques.
• Coaching managers on adopting the 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.
• Analyzing industry trends to ensure that best practices are being adopted and utilized.
• 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.
• 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 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?

We look for demonstration of the following 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:

• 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 industry, 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.

In addition to a competitive salary, you will also receive a range of excellent benefits, including our Go Hilton Team Member Travel Program, which provides access to heavily reduced hotel room rates for you, your family & friends. In our hotel, you will also benefit from a staff cafeteria for all meals, shared accommodation just five minutes away, and transportation. The role 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. Our amazing Team Members are at the heart of it all!