Quality & Brand Experience Specialist|Management Office (VUQ)

Quality & Brand Experience Framework

• Collate data from relevant reports as well as guest feedback mechanisms to provide overall trending
• Monitor all external and internal feedback channels to ensure performance
• Document the progress of Quality Improvement Projects and initiatives and collating relevant information
• Typing up reports as necessary and taking meeting minutes (and distributing both) as required
• Complete any administrative procedures required for training requests, purchase requests, expense claims, etc. to assist the Group Quality and Brand Experience Director as required
• Maintain and update a repository of resource materials, course/tutorial notes etc.
• Identify process improvement opportunities within the organization 
• Research and share insights to industry trends related to Guest Experience and share benchmark data comparisons to assess industry-level standings
• Monitor document management policies across the Group
• Monitor and track Brand Standards and potential exemptions throughout the Emaar Hospitality Group
• Conduct IBU visits to keep up with the operational understanding
• Conduct Mystery Visits in line with Standard checklists and provide IBUs with necessary feedback to improve Brand Service Improvements
• Prepare and provide Business Review Meeting Reports for the Group on monthly basis
• Facilities and monitors MBO and KPI updates as required for the Group Quality & Brand Experience Department
• Tracks and support Policy and Procedure updates as required for the Group on the Intranet Portal
• Supports the department effectively and efficiently in handling the day-to-day activities
• Prepares the required reports weekly, monthly quarterly and bi-annually basis
• Performs all other tasks as assigned by the Group Director of Quality & Brand Experience

Operational Excellence Framework

• Support the Service culture implementation across the Emaar Hospitality Group
• Ensure that all necessary systems and procedures are in place to satisfy all customer requirements and audits 

Department Budget

• Monitor the annual department budget and addresses over/under utilization
• Provide suggestions for underutilized budget to be channelled to initiatives/activities that would impact the department’s capability to improve Guest Experience further

Communication 

• Facilitate distribution and cascading key messages to the Group’s Quality & Brand Experience Team
• Manage information to be distributed from all sources as required
• Facilitate the follow-up on all the initiatives / action plans that resulted from the QITs and report on the progress made
• Monitor IBU quality KPIs and keep all relevant people informed of progress made against project deadlines and Business KPIs
• Update all quality documentation and communicate changes to the team 
• On behalf of the Group Director of Quality and Brand Experience, communicate with personnel at all levels, internally and externally, in relation to Quality and Brand Experience matters 

Continuous Professional Development

• Keep professional skills and knowledge updated, to keep aware of best practice in all areas of accountability and be able to ensure their effective application to meet the Company’s needs.
• Accountable for the delivery of specific projects within set time scales that will contribute to business and / or personal growth.
• Identify and implement opportunities for new initiatives/project focus to enhance individual team and Company performance.
• Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

QUALIFICATIONS, EXPERIENCE & SKILLS

Minimum Qualifications:

• Degree in Quality / Hospitality / Business Management or Equivalent is preferred
• Training Qualification / Studying for a Training qualification is preferred
• Expert level proficiency in MS Excel, PowerPoint, Word, Visio, MS Project 

Job-Specific Knowledge & Skills (Indicate required level: basic, intermediate, advanced or expert):

• Hotel Operations experience
• High degree of business acumen, strategic thinking and planning
• The ability to manage multiple simultaneous objectives
• High attention to detail and accuracy
• Strong written and oral communication skills
• Demonstrated ability to partner and collaborate across broad range of seniority