Director of Quality

Director of Quality (19271)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™ and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Gleaming in the vibrant heart of New Dubai, enveloped in private sands and luxuriant gardens, One&Only Royal Mirage is a sanctuary of traditional splendour where indulgence and excitement gloriously combine. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure.

This is not simply our job, it’s our passion.

Director of Quality is responsible for monitoring, analysing Quality Standards and implementing all quality and performance improvement throughout the resort.

• Bring together the heads of different areas and conduct the group 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 resort, Forbes and LQA.
• Implement programs that allow continuous improvement of processes.
• Responsible for the guest satisfaction program.
• Participate daily in the operations briefing, presenting the daily results of guest feedback, all comments published in electronic media, report of incidents and comments in TRIPADVISOR.
• 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 monthly meetings of the different departments to talk about guest satisfaction.
• Generate and deliver weekly guest satisfaction reports to the Hotel Manager.
• 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 your 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 program.
• 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.
• Work directly with the Public Relations 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 a top industry trend to ensure that best practices are being engaged.
• Drive auditor culture by training and maintaining a tracking of auditor activity in the hotel.
• Support in utilisation of local measure to maximise guest satisfaction.
• Create awareness of the Customer Experience Community in the hotel
• Other tasks as assigned by hotel manager.

• Knowledge of statistics and general calculation.
• Knowledge of luxury hotel standards.
• Know and interpret Quality indicators.
• Use and management of quality tools.
• Knowledge in processes of continuous improvement.
• Knowledge of statistics and general calculation, ability to analyse and process information.
• Ability to lead work in teams.
• Knowledge of Microsoft Windows applications.
• Have advanced English level.
• Have a university or higher education degree in a related discipline (it is valued)
• Must have a professional and neat presentation.
• Have strong interpersonal skills and problem‑solving skills.
• Experience…