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    Quality Manager - Dubai, United Arab Emirates - Hilton

    Hilton
    Hilton Dubai, United Arab Emirates

    1 day ago

    Hilton background
    Description

    What will I be doing?

    As a Quality Assurance Manager, you will be responsible for performing the following tasks to the highest standards:

    • Monitor voice of customer through Stay Experience Platform, track defects and liaise with HODs on reducing and eliminating the trends
    • Conduct Operational review and analysis
    • Support operational performance and efficiencies
    • Monitor the procedures and the management of Hilton Honors guests with the aim of highlighting areas for improvement
    • Monitor the procedures and the management of TWS guests with the aim of highlighting areas for improvement.
    • Presents Quality Guidelines and importance during orientation
    • Supports the Director of Operations during bi yearly Quality Assurance auditor visits
    • Third party quality review portals, i.e TripAdvisor.
    • Provide an overview of scores and ranking throughout Hilton approved channels & social media.
    • Provide Assistance to the GM and DO in directing Hotel quality efforts to address our critical customer requirements.
    • Review incident reports, logs, and guest feedback, liaise with HODs to investigate the rout cause of defects
    • Track defects from posts stay feedback (SALT/Stay Experience Platform) and in-house defects (DM log).
    • Walk through of Hotel to identify and communicate cleanliness & condition issues for immediate actions.
    • Attend departmental pre-shift meetings to observe and re-empathize on Forbes standards and role plays.
    • Defect Process- Collecting, compiling, analyzing data and communicating defect/service lapse trends or information to departments in a timely and usable fashion.
    • Good ideas – Ensures employees are being encouraged to contribute and implement good ideas and recognition of good ideas is occurring through a good idea process.
    • Provide an update on quality measurement and activities in Staff Meeting, and guidance Team meeting.
    • Responsible for Brand Quality Management Reports and Measurements.
    • Responsible for internal communication of Quality Function efforts and communication of hotel performance
    • Liaise with training department to ensure training standards and requirements are applied and up to date for all employees
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