Director of Quality – The St. Regis Downtown Dubai (United Arab Emirates) Dubai

Requirements

Candidates must hold at least a 2-year degree in Business Administration, Hotel Management, or a related field. A minimum of 2 to 4 years of professional experience in hospitality operations or guest services is required.

Job Summary

JOB SUMMARY

Responsible for communicating the concept of Total Quality Management through
advising, coaching, training, and facilitating. Position works with direct
reports, General Managers, and other staff to develop and implement quality
assurance strategies. The position is responsible for ensuring that quality
processes meet company’s mission and brand standards, target customer needs,
ensure employee satisfaction, and focus on continuous improvement at the
property level. .

CANDIDATE PROFILE 

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel
and Restaurant Management, or related major; 4 years experience in the guest
services, front desk, housekeeping, sales and marketing, management operations,
or related professional area.

OR

• 4-year bachelor’s degree in Business Administration, Hotel and Restaurant
Management, or related major; 2 years experience in the guest services, front
desk, housekeeping, sales and marketing, management operations, or related
professional area.

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

• Coaches managers on adopting the Total Quality Management leadership style.

• Makes and executes the necessary decisions to keep property moving forward
toward achievement of goals.

• Directs property quality efforts to address critical customer requirements.

• Facilitates process improvement teams, assuring use of the systematic
processes, and improvement is achievable and measurable.

Leading Quality Assurance Team

• Trains team members and managers on problem solving, process improvement and
strategic planning techniques

• Develops systems to enable employees to understand guest satisfaction results.

• Communicates a clear and consistent message regarding departmental goals to
produce desired results.

• Coaches managers on adopting the Total Quality Management leadership style.

• Educates new employees on the foundations of the quality processes, how to use
quality tools and their role in continuous improvement.

• Familiarizes employees with the daily quality production reports and how to
spot trends in their work areas and initiate root cause analysis.

Managing Quality Tools

• Ensures that management practices at all levels are aligned with quality
tools.

• Uses data collection methods to compile, display, track, and analyze defect
trends.

• Demonstrates and communicates key drivers of guest satisfaction for the
brand’s target customer.

• Analyzes issues and identifies trends.

Managing the Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective
action is taken.

• Responds to and handles guest problems and complaints.

• Stays visible and interfaces with customers on a regular basis to obtain
feedback on quality of product, service levels and overall satisfaction.

• Creates an atmosphere in all properties that meets or exceeds guest
expectations.

Managing and Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and
ensures implementation to continually improve guest satisfaction results.

• Ensures employees are treated fairly and equitably.

• Ensures that regular, ongoing communication is happening in quality assurance.

• Fosters employee commitment to providing excellent service, participates in
daily stand-up meetings and models desired service behaviors in all interactions
with guests and employees.

• Incorporates guest satisfaction as a component of staff/operations meetings
with an emphasis on generating innovative ways to continually improve results.

• Sets goals and expectations for direct reports using the performance review
process and holds staff accountable for successful performance.

• Solicits employee feedback, utilizes an “open door policy” and reviews
employee satisfaction results to identify and address employee problems or
concerns.

• Ensures property policies are administered fairly and consistently,
disciplinary procedures and documentation are completed according to Standard
and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review
Process.

• Conducts annual performance appraisal with direct reports according to
Standard Operating Procedures.

• Champions change, ensures brand and regional business initiatives are
implemented and communicates follow-up actions to team as necessary.

At Marriott International, we are dedicated to being an equal opportunity
employer, welcoming all and providing access to opportunity. We actively foster
an environment where the unique backgrounds of our associates are valued and
celebrated. Our greatest strength lies in the rich blend of culture, talent, and
experiences of our associates. We are committed to non-discrimination on any
protected basis, including disability, veteran status, or other basis protected
by applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is
committed to delivering exquisite experiences at more than 50 luxury hotels and
resorts in the best addresses around the world. Beginning with the debut of The
St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth
century, the brand has remained committed to an uncompromising level of bespoke
and anticipatory service for all of its guests, delivered flawlessly by a team
of gracious hosts that combine classic sophistication and modern sensibility, as
well as our signature Butler Service. We invite you to explore careers at St.
Regis. In joining St. Regis, you join a portfolio of brands with Marriott
International. Be where you can do your best work, begin your purpose, belong to
an amazing global  team, and become the best version of you.

Responsibilities

The Director of Quality is responsible for implementing Total Quality Management strategies and coaching staff to ensure brand standards and guest satisfaction. They facilitate process improvement teams, analyze defect trends, and manage human resources activities to foster a culture of service excellence.

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