Assistant Quality Assurance Manager – Waldorf Astoria Dubai Palm Jumeirah

Job Description

An Assistant 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.<p><br></p>What will I be doing?<p><br></p>An Assistant Quality Assurance Manager will perform the following tasks to the highest standards:<p><br></p><ul><li> Monitor voice of customer through S.A.L.T platform, track defects and liaise with HODs on reducing and eliminating the trends</li><li> Conduct Operational review and analysis</li><li> Support operational performance and efficiencies</li><li> Whenever needed, provide support to the operational departments.</li><li> Monitor the procedures and the management of Hilton Honors guests with the aim of highlighting areas for improvement</li><li> Monitor the procedures and the management of TWS guests with the aim of highlighting areas for improvement.</li><li> Attend Line Ups</li><li> Attend Operations Meeting</li><li> Presents Quality Guidelines and importance during orientation</li><li> Supports the Director of Operations during bi yearly Quality Assurance auditor visits</li><li> Third party quality review portals, i.e TripAdvisor.</li></ul><p><br></p>Daily<p><br></p><ul><li> Provide an overview of scores and ranking throughout Hilton approved channels &amp; social media.</li><li> Share latest guest feedback from post stay reviews.</li><li> Provide Assistance to the GM and DO in directing Hotel quality efforts to address our critical customer requirements.</li><li> Review incident reports, logs, and guest feedback, liaise with HODs to investigate the rout cause of defects</li><li> Track defects from posts stay feedback (SALT) and in-house defects (DM log).</li><li> Walk through of Hotel to identify and communicate cleanliness &amp; condition issues for immediate actions.</li><li> Attend departmental pre-shift meetings to observe and re-empathize on Forbes standards and role plays.</li></ul><p><br></p>Weekly<p><br></p><ul><li> Defect Process- Collecting, compiling, analyzing data and communicating defect/service lapse trends or information to departments in a timely and usable fashion.</li><li> Project Team Facilitation – Problem Solving Teams and /or Quality Improvement Teams.</li><li> 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.</li><li> Provide an update on quality measurement and activities in Staff Meeting, and guidance Team meeting.</li><li> Post any necessary quality information in the commitment to quality.</li></ul><p><br></p>Monthly<p><br></p><ul><li> Responsible for Brand Quality Management Reports and Measurements.</li><li> Distribute the monthly report reports based on 2022 customer focus KPI</li><li> Responsible for internal communication of Quality Function efforts and communication of hotel performance.</li><li> Collecting, compiling, analyzing data and communicating defect trends or information to departments in a timely and usable fashion.</li><li> Perform action plans where needed based on results.</li><li> Liaise with training department to act on negative service trends and identified training needs.</li><li> Monthly reporting on third party quality rating site performance, i.e. TripAdvisor</li></ul><p><br></p>Training Functions<p><br></p><ul><li> New Employee Orientation</li><li> Liaise with training department to ensure training standards and requirements are applied and up to date for all employees</li><li> Recognize employee for involvement in the quality process</li><li> Monitor progress for each area on Forbes standards and identify the training needs for each team.</li></ul><p><br></p>What are we looking for?<p><br></p>An Assistant 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:<p><br></p><ul><li>Be presentable and able to represent the brand at the level required</li><li>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</li><li>Find it natural to enthuse others in the attraction of the local area and property itself, enhancing volume opportunities</li><li>Proficient time management skills and ability to multi-task is critical to this varied and exciting role</li></ul><p><br></p>It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:<p><br></p><ul><li>Experience in the vacation ownership industry</li></ul><p><br></p>What will it be like to work for Hilton?<p><br></p>Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!<p><br></p><strong>Work Locations</strong><p><br></p>Waldorf Astoria The Palm<p><br></p><strong>Schedule</strong><p><br></p>Full-time<p><br></p><strong>Brand</strong><p><br></p>Waldorf Astoria Hotels &amp; Resorts<p><br></p><strong>Job</strong><p><br></p>Guest Services, Operations, and Front Office