- Monitor voice of customer throughStay Experience Platform, track defects and liaise with HODs onreducing and eliminating the trends
- ConductOperational review and analysis
- Supportoperational performance andefficiencies
- Monitor the procedures and themanagement of Hilton Honors guests with the aim of highlightingareas for improvement
- Monitor the proceduresand the management of TWS guests with the aim of highlighting areasfor improvement.
- Presents Quality Guidelinesand importance during orientation
- Supports theDirector of Operations during bi yearly Quality Assurance auditorvisits
- Third party quality review portals, i.eTripAdvisor.
- Provide an overview of scores andranking throughout Hilton approved channels & socialmedia.
- Provide Assistance to the GM and DO indirecting Hotel quality efforts to address our critical customerrequirements.
- Review incident reports, logs,and guest feedback, liaise with HODs to investigate the rout causeof defects
- Track defects from posts stayfeedback (SALT/Stay Experience Platform) and in-house defects (DMlog).
- Walk through of Hotel to identify andcommunicate cleanliness & condition issues for immediateactions.
- Attend departmental pre-shift meetingsto observe and re-empathize on Forbes standards and roleplays.
- Defect Process- Collecting, compiling,analyzing data and communicating defect/service lapse trends orinformation to departments in a timely and usablefashion.
- Good ideas – Ensuresemployees are being encouraged to contribute and implement goodideas and recognition of good ideas is occurring through a goodidea process.
- Provide an update on qualitymeasurement and activities in Staff Meeting, and guidance Teammeeting.
- Responsible for Brand QualityManagement Reports andMeasurements.
- Responsible for internalcommunication of Quality Function efforts and communication ofhotel performance
- Liaise with trainingdepartment to ensure training standards and requirements areapplied and up to date for allemployees
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Quality Manager - Dubai, United Arab Emirates - Hilton
Description
What will I bedoing?
As a Quality AssuranceManager, you will be responsible for performing the following tasksto the highest standards: