Quality and Learning Manager The Ritz-Carlton Abu Dhabi, Grand Canal

JOB SUMMARY

The position is responsible for implementing quality assurance processes that meet the companys mission and brand standards target customer needs ensure employee satisfaction and focus on continuous improvement at the property level. This position champions the Quality function and builds support for change.

Assists with identifying and addressing employee and organizational development needs. The position assists in ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics including product knowledge company philosophy and customer service and leadership skills. Assists in conducting needs assessments designing and developing training programs and facilitating the delivery of both custom and corporate training programs. Measures the effectiveness of training to ensure a return on investment

CANDIDATE PROFILE

Education and Experience

2-year degree from an accredited university in Business Administration Hotel and Restaurant Management or related major 3 years experience in the guest services front desk housekeeping sales and marketing management operations or related professional area.

OR

4-year bachelors degree in Business Administration Hotel and Restaurant Management or related major; 1 year experience in the guest services front desk housekeeping sales and marketing management operations or related professional area.

CORE WORK ACTIVITIES

Quality:

Managing Quality Assurance Goals

• Coaches managers on adopting the Total Quality Management leadership style.
• Conducts monthly audit to ensure compliance with company and brand standards
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Directs property quality efforts to address critical customer requirements.
• Assists with regional and/or company-wide implementation of company best practices.
• Facilitates process improvement teams assuring use of the systematic processes and improvement is achievable and measurable.

Managing Quality Tools

• Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
• Uses data collection methods to compile display track and analyze defect trends.
• Demonstrates and communicates key drivers of guest satisfaction for the brands target customer.
• Analyzes issues and identifies trends.

Managing the Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product service levels and overall satisfaction.
• Models service behaviors that meet or exceed guest expectations.

Training:

Employee Training Programs

• Promotes and informs employees about all training programs
• Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Helps employees identify specific behaviors that will contribute to service excellence.
• Ensures employees receive on-going training to understand guest expectations.
• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Meets with training cadre on a regular basis to support training efforts.
• Observes service behaviors of employees and provides feedback to individuals and/or managers

Evaluating Training Programs Effectiveness

• Monitors enrollment and attendance at training classes.
• Meets regularly with participants to assess progress and address concerns.
• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
• Reviews comment cards guest satisfaction results and other data to identify areas of improvement.
• Measures transfer of learning from training courses to the operation.
• Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• Assists with making any necessary adjustments to training methodology and/or re-trains as appropriate.
• Aligns current training and development programs to effectively impact key business indicators.
• Assists with establishing guidelines so employees understand expectations and parameters.
• Develops specific training to improve service performance.
• Drives brand values and philosophy in all training and development activities.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Managing Training Budgets

• Assists with the development of the Training budget as required.
• Assists with managing budget in alignment with Human Resources and property financial goals.
• Assists with managing department controllable expenses to achieve or exceed budgeted goals.
• Utilizes P-card if appropriate to control and monitor departmental expenditures.

Occupational Safety and Health Roles and Responsibilities

• Ensuring that training needs analysis is conducted in consultation with departmental heads to identify general and specific OSH training needs of employees.
• Arrange required OSH training to all positions in the organization to evaluate as part of the OSHMS.
• Organize training sessions on OSH aspects and maintain training records
• Assess the effectiveness and update or improve training programs as required.
• Take part in the OSH internal audit as a competent internal Auditor.