About the job
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.
What will I be doing?
As a Quality Assurance Manager, you will be responsible for performing the following tasks to the highest standards:
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 our 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.
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:
With Food and Beverage experience
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
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 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!
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