Job description / Role
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).
To be successful, you will have a degree in Quality / Hospitality / Business Management or Equivalent, a recognised Training Qualification / Studying for a Training qualification, Experience of facilitating senior groups of staff (essential) and a Minimum of 2 years’ experience in Quality Management/Strategic Management/Business Excellence role, preferably in the service industry sector. You will also have an expert level proficiency in MS Excel, PowerPoint, Word, Visio, MS Project and very Detailed knowledge of process management methodologies (including process mapping).
About the Company
NTS Group is a leading specialist recruitment firm and experts at recruiting skilled, qualified and professional people in the Middle East.
Our promise is simple. To provide our clients and candidates an expert, professional and bespoke service whilst maintaining the highest levels of integrity and honesty.
NTS Group specialise within contingency, retained and search based recruitment campaigns across the following sectors;
Finance & Accountancy Professional Office Support Sales & Marketing Operations
To our clients, we understand people are your biggest asset and the future of your business. This is why we focus on understanding not only your technical requirements, but your culture, values and vision in order to find the right people for your business first time.
To our candidates, we believe in honesty, integrity and supporting you throughout the entire process. We listen to what you want and proactively go to market to assist you in finding your dream job.
Quality Assurance Manager
Transguard Workforce Solutions
Customer Experience Executive
Thales Middle East