Senior Manager - Quality & Brand Experience

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Date: 13-Mar-2019

Location: United Arab Emirates, AE

Company: EMAAR

Address Hotels & Resorts Cluster is looking for Senior Manager - Quality & Brand Experience.

 

Job Purpose:

Lead the Brand Experience performance within the hotel, nurturing continuous improvement to achieve the highest guest satisfaction and enable business performance.

 

Acting as an internal consultant, assesses the causes and effects of communicated needs and advises on appropriate solutions. Work across departments to provide proactive solutions to improve guest experience and standards. These solutions may not always be training solutions, however, but could be related to management, morale, equipment or systems.

 

Implement long-term strategies as identified by Corporate, enabling EHG to achieve sustainable business performance and focus on driving continuous improvement in line with EHG Quality and Brand Experience Policy.

 

Quality & Brand Experience Framework

  • Gather, review, and consolidate data/information in order to identify trends to improve operational excellence and delivery of brand service experience
  • Facilitate root cause analysis and develop/identify corrective actions in order to improve guest satisfaction and engagement levels
  • Observe and assess operational performance in order to identify gaps and opportunities to drive performance and train/develop/coach key operational positions
  • Regularly conduct departmental visits to work in partnership with HODs and address performance matters to assist with the effective implementation of process improvement
  • Provide coaching and advice to all on the hotel on all elements relating to Quality and achieving Guest and P.A.L.s Engagement
  • Govern the Brand Standards throughout the property
  • Monitor the usage of the C.H.A.N.C.E and service request system throughout all departments of the hotel 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
  • Maintain and reinforce document management policies across the IBU
  • Maintain highest data integrity through sound, systematic and transparent data processing methods and audits of various reports and processes
  • Delivers Guest Experience and operational training across all areas of the business (as required)
  • Provide insight to industry trends related to Guest Experience and share benchmark data comparisons to assess industry-level standings
  • Manage Quality and Brand Experience initiatives in such a way that the property is working towards Certifications and recognitions as required
  • Be part of the Manager on Duty shift rotation
  • Manage all Brand Standards and potential exemptions through Emaar Hospitality Group’s Brand Standards System
  • Monitor the Quality, Brand and Guest Experience trends in the market both locally and internationally

 

Operational Excellence Framework

  • Oversees the Service culture, Brand Standards and SOP training at the property for new joiners and existing P.A.L.s
  • Ensure that all operational learning initiatives implemented across the property are in line with the brand service culture
  • Regular meetings with Learning Coaches to support ongoing training within the departments and upskill as required
  • Respond to ad hoc training and development requests which will add value to the individual / team and ensure the learning coaches are able to source relevant solutions
  • Execute bespoke learning initiatives as required for direct departments and properties
  • Produce monthly Service Culture and Operational Learning Calendar for the property related to general operational standards
  • Maintain and update a repository of resource materials, course/tutorial notes etc.

 

P.A.L.s Brand Immersion

  • Execute the standard brand immersion process for all new P.A.L.s to ensure that they are fully aware of and understand brand experience delivery expectations
  • Conduct regular workshops to refresh Service Culture and the desired behaviours expected
  • Implement Corporate governed frameworks to ensure Culture blue print is followed and is “kept alive” at all times
  • In addition to any Corporate governed frameworks, ensure proper tracking of blue print related indices and recognition of achievements is carried out.

 

Minimum Qualifications:

  • Degree in Quality / Hospitality / Business Management or Equivalent
  • Training Qualification / Studying for a Training qualification.
  • Experience of facilitating senior groups of staff (essential)
  • Minimum 2 years’ experience in Quality Management/Strategic Management/Business Excellence role, preferably in the service industry sector
  • Expert level proficiency in MS Excel, PowerPoint, Word, Visio, MS Project
  • Detailed knowledge of process management methodologies (including process mapping)


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