Job Description
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
Job Details
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Job Location
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United Arab Emirates
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Company Industry
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Other Business Support Services
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Company Type
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Unspecified
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Employment Type
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Unspecified
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Monthly Salary Range
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Unspecified
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Number of Vacancies
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Unspecified