Waldorf Astoria Hotels & Resorts
A Quality Assurance Manager drives continuous improvement across all departments and divisions associated with the Waldorf Astoria Dubai Palm Jumeirah through analyzing the voice of the customer conducting quality audits assisting with reviewing Standards and SOPs, Identifying top priorities for improvement, communication of information and facilitation of Quality Improvement Teams.
Responsible for enlivening Service and Company values at the hotel level and ensure all quality activities, systems and processes are implemented, practiced, continuously measured and adhered upon. Takes ownership of Waldorf Astoria’s Service And loyalty Tracking (S.A.L.T.) program. Responsibility stretches from Service to Maintenance, to Design/Engineering, to Hygiene, Environmental Initiatives, process improvement, and the like.
What will I be doing?
As a Quality Assurance Manager, you will be responsible for performing the following tasks to the highest standards:
Design, implement and improve company quality standards
Analyze data in order to find areas for growth
Company values and brand standards and maintained and enliven
Training, motivating, coaching, and correcting employees to ensure that standards are met
Create reports to track progress
Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations
Ensures employees receive on-going training to understand guest expectations
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement
Establishes guidelines so employees understand expectations and parameters
Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement
What are we looking for?
A Quality Assurance Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
Be presentable and able to represent the brand at the level required
Have a skill in empathizing and communicating with guests from all backgrounds with strength and belief in the brand, product and systems you are implementing
Find it natural to enthuse others in the attraction of the local area and property itself, enhancing volume opportunities
Proficient time management skills and ability to multi task is crtical to this varied and exiting role
Experience in Luxury Hospitality sector would be advantageous.