NTS Group is working with a leading hospitality company in Dubai, who are now seeking to recruit a Brand Experience & Quality Manager. Key Responsibilities of the role will involve gathering, reviewing, and consolidating data/information in order to identify trends to improve operational excellence and delivery of brand service experience, Facilitating root cause analysis and developing/identifying corrective actions in order to improve guest satisfaction and engagement levels, Observing and assessing operational performance in order to identify gaps and opportunities to drive performance and train/develop/coach key operational positions, Regularly conducting departmental visits to work in partnership with HODs and address performance matters to assist with the effective implementation of process improvement and Provide coaching and advice to all on the hotel on all elements relating to Quality and achieving Guest and Associate Engagement.

You will also govern the Brand Standards throughout the property, Monitor the usage of the service request system throughout all departments to ensure efficient recording and sharing of information related to incidents and service requests, Work in conjunction with the Executive Committee to identify and set-up Quality Improvement Teams (QITs) to manage and eliminate top re-occurring defects, Monitor progress of QITs ensuring that they transfer knowledge, share best practices and resolve shared defects, Follow directives to carry out a self-audit process to ensure Brand standards are maintained and proactive actions are taken consistently. Finally you will maintain and reinforce document management policies across the IBU and deliver Guest Experience and operational training across all areas of the business (as required).