Quality & Excellence Manager

Company Description

"Why work for Accor?

We are far more than a worldwide leader. We are more than 240,000 women and men sharing something unique. Each day, we host the world, care for millions, and are driven by curiosity. We love blending cultures and pride ourselves on our differences.

Yes, we lead the way, but we aim to go further-with audacity, imagination, and passion.

Raffles the Palm

Raffles the Palm Dubai is located on the western crescent of Palm Jumeirah, the world's largest manmade island and archipelago. This luxurious five-star hotel offers 360 spacious rooms, suites, and villas with handcrafted Italian touches and carefully selected amenities to create an atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state-of-the-art entertainment and recreational facilities, including boutiques, a VIP movie theatre, signature and private restaurants, and exquisite banqueting and conference spaces.

Guests visiting Raffles will discover the hotel's unique personality and story. At the core of every Raffles is thoughtful, personal, and discreet service for well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company established in 1887 with the opening of Raffles Hotel, Singapore. Its portfolio includes nearly twenty luxurious properties worldwide, from secluded resorts to city hotels.

Job Description

THE POSITION

The Quality & Excellence Manager will be the subject matter expert for various projects aimed at improving our quality scores, brand standard audit results, and overall guest experience. The goal is to achieve the highest standards of service excellence in line with company guidelines.

JOB RESPONSIBILITIES

• Collaborate with HODs to develop and implement comprehensive quality procedures to enhance guest satisfaction and online reputation.
• Schedule and monitor audits across departments according to Raffles and LQA standards.
• Maintain service standards for the property, translating them into service flows and identifying gaps in the guest journey.
• Implement continuous improvement programs for processes.
• Participate in new hire orientations, explaining key quality programs such as TrustYou, LQA, and social media reputation management.
• Manage the guest satisfaction program TRUSTYOU and work to increase the hotel's RPS score.
• Present daily guest satisfaction results during briefings, including comments and incident reports.
• Generate and share daily and weekly guest satisfaction reports, analyzing trends and segments.
• Provide training on guest satisfaction programs to new leaders.
• Set property and departmental goals, acting as a coach to achieve them.
• Coordinate with LQA and other departments to analyze audit data and develop action plans.
• Review MOD reports, identify areas for improvement, and work with HODs and L&D managers.
• Work with PR to respond to guest service recovery issues and social media comments, integrating feedback into training.
• Stay updated on industry trends to ensure best practices.
• Promote iAuditor culture through training and tracking activities.
• Support the use of local measures to maximize guest satisfaction and reputation scores.
• Create awareness of the Customer Experience Community within the hotel.
• Continuously analyze business practices for opportunities to improve revenue, reduce costs, and enhance service quality.
• Be visible in operations to understand processes and address concerns.
• Monitor colleagues' grooming and service behaviors, providing coaching as needed.
• Enhance service quality through communication, guidance, and feedback.
• Lead by example in hospitality skills, empowering colleagues to deliver excellent customer service.
• Identify training needs through floor presence and guest interactions.

Qualifications

• Bachelor's Degree in Business Administration or related field is a plus.
• Minimum of 5 years' management experience in a luxury hotel.
• Hospitality industry experience is essential.
• Strong desire to deliver extraordinary guest experiences.
• Problem-solving skills and a methodical, logical approach.
• Attention to detail, responsibility, and reliability.
• A passionate professional committed to excellence, inspiring others to elevate their performance.