Quality and Sustainability Manager


Manama, Bahrain

Ref: RP714-19863

Job description / Role

Employment: Full Time

Company Description

Introducing Raffles Al Areen Palace Bahrain, an extraordinary addition to Raffles Hotel's renowned portfolio. This ultra-luxury property offers a unique experience as "The Palace of the Secret Garden." With 78 private pool villas ranging from 1 to 3 bedrooms, Raffles Al Areen Palace Bahrain redefines luxury hospitality in Bahrain. Our spacious villas, starting from 400 sqm, feature private pools and jacuzzis, providing guests with ultimate relaxation and privacy. Our dedicated team of Raffles Legendary Butlers ensures exceptional service and attention to detail, creating unforgettable moments for each guest. Conveniently located just 40 minutes from the airport and 30 minutes from the City Center, Raffles Al Areen Palace Bahrain offers easy access to Exhibition World Bahrain, Bahrain International Circuit (BIC), and the Al Dana Amphitheater, making it an ideal choice for cultural, entertainment, and business destinations.

Job Description

- Provide a professional, warm and friendly service
- Bring together the heads of different areas and conduct the group to formulate and agree on comprehensive quality procedures to improve our guest satisfaction results and our online reputation.
- Schedule and monitor audits of the various areas. These audits will be conducted according to the standards of the Raffles Hotels and Resorts and LQA.
- Implement programs that allow the continuous improvement of processes.
- Participate in the Orientation course explaining the operation of the main programs of Quality of the hotel: TrustYou, LQA, and Social Media Reputation.
- Responsible for the guest satisfaction program [TRUSTYOU].
- Participate daily in the operations briefing, presenting the daily results of TRUSTYOU, all comments published in electronic media, report of incidents and comments in TRIPADVISOR.
- Generate and share the daily guest satisfaction report, which must be accompanied by all surveys and comments in electronic media generated on the day before the report is sent.
- Attend randomly to the monthly meetings of the different departments to talk about guest satisfaction.
- Generate and deliver weekly guest satisfaction reports to the General Manager.
- Generate and analyze information that allows us to improve our guest satisfaction results [Trend Analysis]. Analyze results by gender, by age, by nationalities, by hotel sectors, according to the purpose of your stay, according to the different seasons we have during the year, according to the number of nights of stay, according services that have been used.
- Provide training to new hired leaders regarding our guest satisfaction program
- Create Property Goals, Department Objectives AND Key Strategies and Tasks for Achievement for Each department, and be the coach/accountability partner for each department in achieving those goals.
- Support training that is completely customized to each department, making "Feel Welcome" relevant for each department in practical ways
- Be the liaison between LQA and the property, analyzing data and formulating action plans with each department after each audit
- Work directly with the Public Relations team to respond appropriately to all written and verbal guest service recovery situations AND Social Media comments on Local Measure, ensuring that the guest feedback is integrated in to training and also providing a keen eye on service culture points
- Leads the sustainability efforts of the Hotel with the General Manager and Hotel Manager overseeing the activities and projects.
- Ensures that the elimination of Single Use Plastic is achieved 100% and sustained, maintained.
- Conducts audits to always ensure compliance with the Raffles Brand Guidelines.
- Liaises between Corporate Office and the Hotel for matters relating to Sustainability.
- Coordinates and communicates with other Departments on new directions and initiatives and ensures compliance and adherence to standards.
- Ensures that the Hotel is compliant with the standards and is certified by an accredited Sustainability certifying body.
- Reports the Hotel's sustainability and Environmental performance and data both internally and externally as required, this includes both internal and external stakeholders such as customers, suppliers, and community organizations.
- Establishes Sustainability partnerships with external organizations, companies, and local government units whenever feasible, by identifying potential partners, initiate contact, explore collaboration opportunities, create a partnership agreement, and continuously monitor and communicate progress towards shared Sustainability goals.
- Identifies areas of improvement in regard to the organization's Sustainability practices and improve current practices and develop/ implement new practices:
- Energy efficiency improvements, green energy sourcing
- Sustainable F&B (food waste management, food sourcing, food trends)
- Plastic pollution reduction

Diversity & Inclusion

- Support to local communities & charities
- Biodiversity protection
- Train staff at all levels on environmental issues and good practices



- Knowledge of statistics and general calculation (required)
- Knowledge of luxury hotel standards (required)
- Know and interpret Quality indicators (required)
- Use and management of quality tools
- Knowledge in processes of continuous improvement (required)
- Knowledge of statistics and general calculation, ability to analyze and process information.
- Ability to lead work in teams
- Knowledge of Microsoft Windows applications (required)

Additional Information

- Opportunity to join the first Raffles in Bahrain
- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.

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