Quality & Excellence Manager

"Why work for Accor?

We are far more than a worldwide leader. We are more than 240 000 women and men who share something unique. Each and every day we host the world. We care for millions of people. We are all moved by curiosity. We love blending cultures. We are proud of our differences
Yes, we lead the way. But we want to go further, with audacity, with imagination, with passion.

Raffles the Palm

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

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests.  Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore.  The portfolio currently comprises nearly twenty luxurious properties, from secluded resorts to city hotels in key locations around the world.

THE POSITION

The Quality & Excellence Manager will be the subject expert for various projects to further improve our quality scores, brand standard audit results and overall guest experience. He/she will aim to attain the highest standards of service excellence in accordance with the company guidelines.

JOB RESPONSIBILITIES

• Bring together the HODs and conduct them to formulate and agree on comprehensive quality procedures to improve our guest satisfaction results and our online reputation.
• Schedule and monitor audits of the various areas. These audits will be conducted according to the standards of the Raffles Hotels and Resorts and the LQA.
• “Keeper” of the service standards for the property, translating them in to service flow, steps of service, and identifying gaps in the guests’ journey.
• Implement programs that allow the continuous improvement of processes.
• Participate in the new joiners orientation explaining the operation of the main programs of quality: TrustYou, LQA, and Social Media Reputation.
• Be fully accountable for the guest satisfaction program TRUSTYOU, and assume responsibility for increasing the hotel’s RPS score.
• Participate daily in the morning and operations briefings, presenting the daily results of TRUSTYOU, all comments published in electronic media, report of incidents and comments in TRIPADVISOR, and add valuable inputs for the leadership team.
• Generate and share the daily guest satisfaction report, which must be accompanied by all surveys and comments in electronic media generated on the day before the report is sent.
• Attend randomly to the departmental meetings to talk about guest satisfaction.
• Generate and deliver weekly guest satisfaction reports to the Hotel Manager and Managing Director.
• Generate and analyse information that allows us to improve our guest satisfaction results trend analysis. Analyse results by gender, by age, by nationalities, by hotel sectors, according to the purpose of the stay, according to the different seasons we have during the year, according to the number of nights of stay, according to services that have been used.
• Provide training to new hired leaders regarding our guest satisfaction programs.
• Create property goals, department objectives and key strategies and tasks for achievement for each department, and be the coach/accountability partner for each department in achieving those goals.
• Be the liaison between LQA and the property, analysing data and formulating action plans with each department after each audit.
• Review the weekly MOD report, identify the weak areas and implement/work on ways to improve together with the HODs or the L&D Manager.
• Work directly with the PR team to respond appropriately to all written and verbal guest service recovery situations and social media comments on local measure, ensuring that the guest feedback is integrated in to training and also providing a keen eye on service culture points.
• Staying atop industry trends to ensure that best practices are being engaged.
• Drive iAuditor culture by training and maintaining a tracking of iAuditor activity in the hotel.
• Support in utilization of local measure to maximize guest satisfaction driving Reputation Performance Scores.
• Create awareness of the Customer Experience Community in the hotel.
• Continually analyze business practices and identify opportunity for improvements, which could result in increase in revenue and/or cost savings, while also improving service quality.
• Be visible in the operations, in the lobby and during the guests’ journey, to ensure full vision and understanding of the processes in place and be able to address any concern.
• Observe service behaviours of our colleagues and ensure proper grooming at all time, address it if necessary.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serve as a leader in displaying outstanding hospitality skills.
• Empower the colleague to provide excellent customer service.
• Expose himself/herself on the floor and identify training needs.

• Bachelor’s Degree (Business Administration) an asset
• Minimum of 5 years’ experience in management position in a luxury hotel
• Experience in the hospitality industry a must
• Desire to provide extraordinary guest experiences
• Problem-solving skills
• A methodical and logical approach
• Accuracy and attention to detail, highly responsible and reliable
• A visionary professional whose relentless drive and passion for excellence define every detail, setting the gold standard in luxury and inspiring those around them to elevate their own performance.